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Job Summary

The **Team Lead** is responsible for ensuring effective and quality team performance by the Consumer Cellular's Customer Service Representatives and delivering a service that meets or exceeds customer expectations. They are a key interface to the client in the event of dispute or escalation and a point of expertise on the use of Consumer Cellular products and services. This role is a first point of entry onto a path to leadership with Consumer Cellular.

Responsibilities

+ Foster a positive team environment.

+ Act as a role model for professional behavior and performance at all times.

+ Ensure confidentiality of internal and external data.

+ Perform ad-hoc projects and other duties as assigned.

+ Serve as a back-up when supervisor is not available.

+ Answer incoming calls from internal and external customers; troubleshooting customer and agent technical issues as well as customer service escalations.

+ Train, develop, and manage their respective team and its members.

+ Carry out daily performance management of all the CCI CAA’s in the team.

+ Monitor and ensure that their team is compliant with the guidelines of the departmental requirements; conduct quality audits and review low VOC scores.

+ Support our ability to solve customer issues at initial point of contact.

+ Monitor team chats for requests for assistance and review chat transcripts for learning and coaching opportunities.

+ Consistently communicate strategic initiatives of the department to front line CCI CAAs, including reasoning and justification for such initiative.

+ Able to communicate well in both one on one and in group settings.

+ Track coaching opportunities and successes.

+ Play a key relationship building role as an internal liaison between CCI CSR’s and other departments Communicate any process or performance concerns to Supervisors/Managers on a timely basis.

+ Effectively communicate and collaborate internally with the Learning and QA teams, and act on feedback accordingly.

+ Use expertise in the scope of work for customers within their area to ensure their team’s understanding of the scope of work.

+ Train others on the company’s systems and processes.

+ Basic ability to assess and interpret data and make evidence based decisions.

+ Ability to troubleshoot with CAAs, as well as customers, and communicate effectively.

Professional Skills (An individual fully established in this role must possess and be proficient in the following skills)

+ Customer Service

+ Verbal Communication

+ Written Communication

+ Teamwork

+ Relationships

+ Organizational Awareness

+ Learning Agility

+ Analysis

+ Problem Solving

+ Process Orientation

+ Prioritization

Minimum Qualifications

+ High School Diploma or equivalent required; some college coursework or continued education is preferred.

+ Ability to work any hours between 5:00am-9:00pm, including weekends and some holidays.

+ 1 year customer service experience preferred with previous experience in customer service call center environment preferred.

+ Strong work ethic, a sense of urgency, and excellent attendance.

+ Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required.

+ CMS and CRM tools experience preferred.

+ Previous team leader experience preferred; previous training experience preferred.

+ Pre-employment background check, employment history verification, and drug screen required.

+ Proficient in basic people management processes.

+ Proficient in leading a small team on a day to day basis, within a broader organization.

+ Knowledge of Adult Learning Concepts is a plus.

+ **Communication** – while the ability to communicate professionally and politely is required, we have customers who need effective communication in both Spanish and English. The ability to communicate, verbal and written, in both Spanish and English is preferred. (Ability to successfully pass a fluency test is required to be considered for the Bilingual opportunity).

About Consumer Cellular

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50 . An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI) . Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through more than 50 company-owned neighborhood stores, online at ConsumerCellular.com , by telephone at (888) 345-5509, and at leading retailers including Target and Walmart. Connect with Consumer Cellular on Facebook , Instagram , and Youtube . for tutorials, features, applications, and company news.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

+ Minimum Salary: $42,000

+ Maximum Salary: $52,500

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

+ Competitive base pay with potential for shift differential, overtime and bonus pay

+ Medical insurance (98% company-paid for full-time employee only coverage)

+ Dental and Vision insurance (100% company-paid for full-time employee only coverage)

+ 401(k) company match of 100% up to 6% of your pay

+ Discounted Consumer Cellular wireless phone plan for employees

+ Paid Time Off (PTO) available following a 30-day waiting period

* + 6 company-paid holidays plus 16 hours of floating holiday accrual per year

+ Flexible Spending Accounts (FSA) for health care and dependent care expenses

+ Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)

+ Long-Term Disability insurance (100% company-paid)

+ Employee Assistance Program (100% company-paid)

+ Education reimbursement

+ Employee rewards program

_

* Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions._

Pre-employment background check and drug screen is required.

**Primary Location:** United States-Arizona-Tempe 7410 South Roosevelt Street 7410 South Roosevelt Street Tempe 85283

**Job:** Business Support Services

**Travel:** No

**Schedule:** Full-time

**Req ID:** 250821