Job Description

OVERVIEW 777 Partners, a Miami based investment firm, acquired Uown Leasing ("Uown"), a lease-to-own company based in Tampa, FL. At Uwon, we understand that the credit score does not define the customer. It's our belief that everybody, regardless of credit history, should have the ability to provide for his or her family. By giving customers a simple, straight-forward lease-to-own payment option on essentials like tires, bedding, appliances, and furniture —Uown works hard to make that happen.

ABOUT UOWN

Uown is a Financial Services Company that supports online and brick and mortar retailers.  In support of our retailers we have various Team Members that work every day of the week.

ABOUT 777 PARTNERS

777 Partners is a Miami-based investment firm focused on a broad spectrum of financial services businesses across insurance, lending, specialty finance, and financial technology. Operating in attractive markets and often times esoteric asset classes, 777 seeks to make control investments across the business life cycle in companies with scalable profiles and ambitious management teams. 777 Partners senior management team is composed of industry veterans with backgrounds in private equity, venture capital, investment banking, insurance, financial technology, actuarial science, asset management, structured-credit, ABS, risk, analytics, complex commercial litigation and computer science. For more information on 777 Partners, visit www.777part.com.

JOB SUMMARY: Uown Leasing, a 777 Partners company, is looking for a professional Customer Service Team Lead who will help manage a combination of local contact center team members and remote contact center. The ideal candidate will promote a world-class customer service team to accomplish company goals and key performance indicators. The ideal candidate will play a collaborative role in growing and implementing standards and processes. The Customer Service Team Lead will also maintain documentation such as correspondence and operational records.

The customer service department is responsible for the entire customer relationship from the time the Lease is activated, and the account remains in a current pay status.  Lease Origination and Collections on past due accounts are handled by the Originations Team Lead and the Collections Team Lead, respectively.

DUTIES AND RESPONSIBILITIES

• Overseeing and assessing the activities of a completely remote customer service workforce, and providing them with regular performance-related feedback.
• Strategizing and monitoring daily activities of customer service operation. Including but not limited to daily billing transactions, payment postings and reversals, inbound customer phone calls for payments or questions about current accounts, outbound calling for customer satisfaction and bounce back offers.
• Assisting customer service staff with duties where required.
• Training staff in areas of customer service and company policies.
• Investigating and solving customer service complaints with a focus on the payment activites.
• Assisting with development and implementation of service policies, and explaining these to staff and customers.
• Maintaining documentation pertaining to customer service department activities.
• Performing additional duties where needed.

SKILLS / KNOWLEDGE / ABILITIES

• Proficient knowledge of customer service, and standard office practices and procedures.
• Experience with Ach & Credit Card processing, preferred
• Proficient computer skills.
• Proficient standard office equipment skills.
• Outstanding communication skills, both written and verbal.
• Strong people skills.
• Excellent phone etiquette.
• Outstanding organizational skills.
• Available to work shifts. Customer Service department is staffed 7 days a week from 8:00 am until 10:00 pm.
• Ability to motivate Team members when not present on the same work shift.

EDUCATION AND EXPERIENCE

• High School diploma required; Bachelor's degree (4-year college) or Associate's Degree (2-year college) is preferred
• 4+ years of work experience managing a call center or administrative environment
• Previous supervision of a Team of 5 or more Team Members

PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls.  The employee frequently is required to talk and hear.  The employee is occasionally required to stand; walk; reach with hands and arms.  The employee is rarely required to stoop, kneel, crouch, or crawl. 

The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

EEOC Uown Leasing is an Equal Opportunity Employer. All aspects of consideration for employment and employment with the Company are governed on the bases of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.