Team Lead/Call Center Supervisor
TDS - Washington, DC

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With our firm you never have to choose between local, on-site account management and the ability to leverage global solutions. Now you really can have it all--easy communication, complete accountability and the most efficient, cost-effective solutions to help you meet your business goals. Our research is at your disposal--and your convenience. our research group was created to help clients best leverage the latest technologies and innovations. We share trends, best practices and general insights on the most important topics effecting business today to inspire and provide guidance on solving common IT/business challenges.

Position Summary

This position is responsible for developing and maintaining effective relationships with clients and is the direct client contact for plan services.

This position is responsible for communicating with clients regarding service delivery, providing assistance on day-to-day plan administration, troubleshooting plan issues, and discussing the impact of select requirements. This position ensures the delivery of optimal service, client satisfaction and client retention.

Act as the primary contact for plans regarding day to day record keeping matters and provides prompt customer service.

Proactively communicates regularly with client to evaluate and ensure delivery of optimal service, client satisfaction and client retention.

Shows knowledge of Testing, how systems relate, resolves general POC questions, understands work flow, above average call handling, payroll feeds, progressing technically, escalates issues appropriately, sends issues to resolution appropriately.

Applies strategies where approprieate to clients for plan enhancements, additional business and overall retention and discusses these benefits with the client.

Maintain a basic understanding of the types of investments in each retirement plan and be a conduit for client questions.

Proactively discuss products and services, and plan desing with plan sponsors.

Assist clients with requests for plan changes and ensure the necessary project plans are followed through to completion.

Schedules Education Program for participant education workshops with the plan sponsor.

Request employee education workshops and literature.

Communicate compliance testing results and recommend options to improve results (if necessary).

Experience, Skills, Academic:
Minimum of 2 years of successful experience as a CLIENT SERVICE SPECIALIST lII (or equivalent administration experience).

Previous mgmt experience and training a plus. Working knowledge of 401k, call center, relationship management or similar experience

Demonstrates strong oral/written communication skills.

Demonstrates strong listening skills.

Utilizes tools to support daily functions such as Microsoft Office Products (Word, Excel, Outlook, etc)

Demonstrates ability to learn other proprietary system tools (Omni Plus, Power Image, and Clarify).

Demonstrates strong presentation skills.

Ability to coordinate and take the lead on conference calls.

Ability to guage client satisfaction through scheduled survey's, client visits and day-to-day interaction.

If you thrive on challenge, are passionate about ideas, love solving problems, and truly enjoy connecting with people, we encourage you to explore the job opportunities available through our firm. Our core strengths in consulting, outsourcing and investments place us in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people.

About this company
TDS, #504 on the 2014 Fortune® 1000, provides wireless; cable and wireline broadband, TV and voice; and hosted and managed services to...