Waltham, United States

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

As a Billing and Retention Team Lead, you will be responsible for leading a team dedicated to providing world-class customer service for our customers and handling inbound retention and billing support calls.. Your main focus is to support your team and the business objectives of our group: saving customers, re-engaging them, and providing outstanding customer service.

What you'll do:

Lead a team of Billing and Retention Specialists who support our customers in using our products and set individual performance goals for team members; evaluate progress regularly.
Responsible for team performance including up-sell/cross-sell initiatives and account saves.
Act as a real-time coach for team members on products and/or processes and handle customer escalations to resolution.
Develop and coach team members in side-by-side and individual coaching sessions and proactively identify performance gaps.
Work with Senior Leadership to develop and formally counsel employee performance and conduct team meetings to keep a pulse on the team’s morale, concerns, etc.
Act as a Subject Matter Expert (SME) on products and agent job functions.
Act as a mentor and a guide for team members.
Maintain and build positive employee and customer relationships.
Demonstrate ability to influence people and lead with integrity.
Multi-task and make sound judgments in a fast-paced, high stress environment.
Conduct team meetings to keep a pulse on the team’s morale, concerns, etc.
Real-time operations and queue management.
Responsible for completion of Quality Evaluations.
Special projects as needed.

Who you are:

Ability to support any shift.
Ability to successfully coach, and provide feedback to encourage and motivate individuals and team in both service and up-sell/cross-sell initiatives.
Ability to communicate and interact effectively in a calm professional manner with all levels of the organization to include external customers.
Possess strong organizational, time management and effective decision making skills.
Must Have a 90% or better in attendance for the last three months.
Strong understanding of Billing and Retention processes and recommendations model.
Must be an autonomous team player who learns quickly.

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$50,000—$63,900 USD

Why You’ll Love Us:

We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

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