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Customer Service Team Lead

Expired Job

ICF International, Inc Martinsville , VA 24112

Posted 2 months ago

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you're seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICFtogether for tomorrow.

Title: Customer Service Team Lead

ICF

Location: Martinsville

Description

ICF is seeking energetic, hands-on support staff with a desire to help others. Working at ICF means applying a passion for meaningful work by supporting a mission to aggressively pursue opportunities to assist people in economic need, provide prevention services, and protect vulnerable children and adults. Team Leads provide hands-on comprehensive support to ICF Customer Service Representatives (CSRs) supporting the Maryland Department of Human Services project. Team Leads will be on the call center floor proactively supporting a team of 30 plus customer service representatives.

Team Leads are responsible for assisting CSRs with questions, providing guidance on calls, taking escalated calls, processing customer requests, investigating customer cases, and providing feedback to CSRs. To facilitate this Team Leads will become versed in multiple programs and services. This includes, but is not limited to, the following:

  • Child Support

  • Financial Assistance

  • Nutritional and Energy Assistance

  • Foster Care

This position will require candidates to be compassionate problem solvers and effective communicators with a passion for exceeding our customers' expectations. Applicants must be strong patient leaders committed to employee growth.

We have a full time position available at our Customer Service Center in Martinsville, VA. The Customer Service Center's regular hours of operation are Monday through Friday from 8:00 am to 5:00 pm.

Basic Qualifications

Education

  • A high school diploma or GED is required

Experience

  • Previous customer service experience within an inbound call center is required.

  • Previous experience in call center management is preferred.

Skills/Abilities

  • Strong computer skills are a must

  • Excellent typing and documentation skills

  • Ability to work well with others as part of a team, excellent verbal communication and interpersonal skills and capability to work under stressful situations

  • Good comprehension skills-- ability to clearly understand and state the issues customers present

  • Superior interpersonal skills including courtesy, empathy and a cooperative attitude

  • Must demonstrate and maintain an extremely high regard for sensitive information

  • Must be able to successfully complete initial and ongoing training and keep current and proficient on knowledge

  • Ability to demonstrate excellent critical thinking, problem solving, and conflict resolution skills.

  • Organized and detail oriented

  • Ability to maintain department productivity and quality goals

  • Excellent customer service skills

  • Ability to empathize with and prioritize customer needs

Other Qualifications

  • Must be a U.S. Citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986

  • Must be fluent in English

  • Must be able to comply with Company attendance policy

ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce.

ICF is an equal opportunity employer that values diversity at all levels. (EOE Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity)

Pay Transparency Statement: For more information, please click here: https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. ICFtogether for tomorrow.

About ICF

ICF (NASDAQ:ICFI) is a global consulting and technology services provider with more than 5,000 professionals focused on making big things possible for our clients. We are business analysts, policy specialists, technologists, researchers, digital strategists, social scientists and creatives. Since 1969, government and commercial clients have worked with ICF to overcome their toughest challenges on issues that matter profoundly to their success. Come engage with us at icf.com.

Martinsville, VA (VA23)


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Customer Service Team Lead

Expired Job

ICF International, Inc