Job Description
What You’ll Be Doing:
The CRC Team Leader is responsible for the day-to-day leadership and performance of Customer Care agents in the Customer Relationship Center (CRC). The Team Leader directs, supervises, evaluates, and coaches their representatives while motivating and building strong relationships with the agents, their peers, and Percepta/Ford Management team. The Team Leader addresses questions regarding company policies, case handling, key performance indicators, and general inquiries. Additionally, the Team Leader is responsible for timely response and resolution of customer escalations.
During a Typical Day, You’ll:
1. Customer Relationship Center Operations
· Responsible for the operational success of the team and for driving a culture of Ford Customer Care.
· Coach for professional development to drive performance and customer satisfaction
· Serve as a role model for excellent customer handling as prescribed by the Ford Co...