Cs Team Lead

hace 5 días

Naucalpan, México Ford Motor Company A tiempo completo

We are looking for customer service representatives who will be responsible for taking inbound customer phone calls from Ford Credit customers, dealers, insurance companies, or other third parties while maintaining high levels of customer satisfaction. Representatives will navigate multiple systems to resolve many and varied phone calls related to vehicle financing or leasing. The primary focus of a Customer Service Representative is to build customer relationships and brand advocates by servicing customers with honesty, expertise, and care.
- Customer Service experience or familiarity with processes and procedures governing inbound customer service functions.
- Demonstrated ability to maintain positive working relationships with peers and supervisors.
- Demonstrated strong attention to detail, striving for high-quality work personally and within the work group.
- Ability to manage daily operations, support development/deployment of new technologies and processes, cascade key communications and messages.
- Self-motivated with strong time-management skills.
- Strong written and verbal communication skills.
- Leverage Ford OS Behaviors to manage a diverse team of Customer Service Representatives, promoting and supporting employee empowerment, development, accountability, and internal mobility working in a team-based environment, putting the customer at the center of everything we do.
- Inspire and motivate teams to be customer advocates and take ownership of each customer to transform customer experience in every moment/touchpoint to build lifetime relationships and make Ford Credit servicing a reason customers choose and stay with Ford.
- Foster a culture of belonging where employees feel comfortable challenging the status quo and exploring new methods, trends, and technologies to create/deliver Always-On services and experiences.
- Champion diversity, equity, inclusion, and well-being with our teams.
- Manage within hybrid work arrangements by leveraging technologies such as Microsoft Teams, Azure Cloud, shared workspaces, and video conferencing to monitor performance and engage frequently with employees virtually.
- Responsible for overall team performance including but not limited to customer satisfaction, quality assurance, productivity, and efficiency performance.
- Monitor and manage compliance efforts and employee adherence to policies and procedures; Supervise, develop, coach, and counsel employees.
- Support people initiatives including preparation of monthly employee progress reports, holding regular check-in discussions, Ford Voice planning, and participation in recognition programs and incentives.
- Handle HR issues in partnership with People First in accordance with FBS policies and guidelines.
- Provide supervisory coverage for departmental hours of operation, including holidays and Saturdays as required.

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