Lead Contact Center Agent
Jobot
Schaumburg, IL
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JOB DETAILS
SALARY
$65,000–$75,000 Per Year
LOCATION
Schaumburg, IL
POSTED
8 days ago
This Jobot Job is hosted by: Julia Toms
Are you a fit? Easy Apply now by clicking the "Apply Now" button and sending us your resume.
Salary: $65,000 - $75,000 per year
A bit about us:
The Lead Consumer Services Agent is responsible for guiding and monitoring a team of Consumer Services agents to ensure the delivery of exceptional customer service to both consumers and servicing companies. This role plays a key part in maintaining operational excellence, supporting cross-departmental collaboration and driving continuous improvement initiatives.
Why join us?
Location: Schaumburg, IL – 3 days/week on-site (T, W, Th)
Target Salary: $65-75k+ depending on experience
Full Benefits
Growth
Great Culture
Job Details
Duties and Responsibilities include but are not limited to the following:
- Provide an impeccable level of customer service to clients and servicing companies.
- Field and resolve escalated client calls, emails, and tickets.
- Field and resolve complex and escalated servicing company(s) calls, emails, and tickets.
- Assist with onboarding and training new team members.
- Review and score inbound calls for quality assurance (QA) purposes, providing detailed feedback to the Consumer Services Manager to support ongoing agent coaching and development.
- Identify, document, and communicate best practices, providing informed recommendations to the department manager for process and procedural improvements as necessary.
- Review and assist team with difficult client account maintenance, scheduled transactions, and audit files.
- Maintain composure; even when juggling multiple inquiries, you remain conscious of our client’s
financial situation and the fast‐paced needs of the servicing companies.
- Excellent interpersonal skills, ability to build and maintain relationships with team members,
clients, and consumers.
- Independent, diligent self‐starter who is comfortable taking on a high level of responsibility.
- Perform special research, analysis, and lead team projects as directed.
- Develop an expert understanding of internal systems and the integrity of data that flows
through them.
- Participate in and lead team meetings to discuss current business updates, priorities, issues.
- Perform daily duties in line with Information Security Policies and Procedures.
- Ensure that Information Confidentiality, Integrity and Privacy is always maintained with
processing information assets.
Qualifications and Required Skills
- High school diploma or Equivalent – GED / Associate’s degree or Higher is a plus
- 1+ years of team lead or relevant experience
- 3+ years of professional experience working with clients and customer service environment
- Excellent written, verbal and listening skills
- High degree of professionalism, integrity, and discretion
- Strong attention to detail and accountability for results
- Ability to manage multiple priorities and operate effectively in a fast-paced environment
What Will Make You Stand Out
- Client-centric approach with a commitment to delivering exceptional service
- Proficiency with CRM systems, such as Salesforce, ClickUp, or Pipedrive.
- Experience in a contact center and familiar with call center technology (CXone, Talkdesk, Five9) – Zendesk for ticketing
- Knowledge of the Debt Resolution industry
- Associate degree, Bachelor’s degree or some college coursework in business or communications
Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.
Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Jobot also prohibits harassment of applicants or employees based on any of these protected categories. It is Jobot’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.
Sometimes Jobot is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.
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About the Company
J
Jobot
Jobot is on a mission to connect good people with good jobs. By combining AI-powered technology with the expertise of Jobot Pros, our experienced recruiters, we help you find career opportunities that align with your goals and values.
Founded in 2018 and employee-owned since 2024, Jobot is committed to fostering a culture of kindness, respect, innovation, and connection. As an industry leader, we’ve been recognized as a top workplace by Forbes, Fortune, USA Today, and Staffing Industry Analysts (SIA).
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COMPANY SIZE
100 to 499 employeesINDUSTRY
Staffing/Employment Agencies
FOUNDED
2018
WEBSITE
http://www.jobot.com