Bilingual Team Lead, Customer Service (AZ)

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. The Bilingual Team Lead, Customer Service will mentor and motivate team members to achieve performance goals while ensuring operational excellence and a world-class customer experience.

Responsibilities:

• Work a closing shift ending at 7:00 PM or 8:00 PM (based on time zone); some weekend shifts will also be required
• Actively lead and train members of the Customer Service Team to achieve maximum results
• Accurately perform administrative duties in a timely manner
• Document and evaluate department progress to discover new ways to improve or innovate
• Monitor calls and verify accuracy
• Provide team members with constructive feedback
• Performance evaluations, employee praise and discipline
• Address escalated complaints and resolve problems

Requirements:

• Bilingual - Spanish speaking required
• Excellent communication skills, both written and verbal
• Strong proficiency with Microsoft Office products, specifically Word, Excel and PowerPoint
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, etc
• Strong interpersonal skills with the proven ability to interact confidently and professionally with customers and co-workers alike
• You must be located within a 60-mile radius of Glendale, AZ
• You must have a designated home-based workspace (preferably one that is quiet and free from distractions)
• You must have a wired internet connection with internet service speeds of at least 10 mbps download and 4 mbps upload to ensure continuous support through excellent call quality and high-speed response rates (wireless, DSL, and/or satellite Internet Service Providers are not compatible with our systems)
• Minimum of six months internal tenure preferred
• Disciplinary record free of existing infraction(s) preferred