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Call Center Team Lead - Escalations
  • Job ID #: 37664
  • Position Type: Full-Time
  • Education Required: HS Diploma/GED
  • Experience Required: Not Indicated
  • Location: US-PR-San Juan
  • Functional Area: Call Center
  • Relocation Provided:

Position Description:
This position is responsible for all escalated complaints from customers, BBB, and legal entities.
•Coordinates/Interfaces with CE, Sales (account retention), Legal and transportation teams to gather required information to appropriately resolve issue/complaint. Contacts and discusses issues with senior leadership and customers. (Interacts with executives to respond to customer requests as necessary).
•Review all incoming escalations (CEO, AG, BBB, Legal Letters, Customer Complaints) and work with other departments such as Account
•Retention, Collections, Customer Service, etc, towards a resolution.
•Completes detailed research on customer history in existing systems to understand open issues.
•Performs other related duties as required or requested.

Position Requirements:

•Education equivalent to Associates Degree in Business, or the equivalent in related work experience demonstrating good verbal and written communication skills.
•Three or more years of experience in a customer service/customer retention, or the equivalent in related work experience, demonstrating sound judgment, attention to detail and initiative to satisfy customer requirements.
•Demonstrates a high level knowledge of Stericycle business systems including: Windows Suites, Microsoft Word & Excel, and Outlook, Steriworks, Manifest Archive,, Roadnet and SFDC.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.