Escalation Lead, Collections Department - Full Time, Macy's Credit and - (Tempe, AZ)

Schedule Requirements: Full-time. Sunday 10am-7pm and Monday-Thursday 12pm-9pm. Overview : Responsible for handling escalated calls from Collectors, stores, and other departments; responding to Collection calls; assisting with escalation line call flow and staffing strategies; performing other duties as assigned. This is a non-supervisory Lead Equivalent position. Required functions: Answer and resolve customer issues using excellent customer service skills. Train and coach Collectors based on call interactions. Initiate, develop, and complete special projects that enhance the overall performance of the Escalation line and the department. Regular, dependable attendance and punctuality. Requirements Education/Background: High-school diploma or general education degree (GED) and 3 to 6 months of background required. 1 Year certificate from college or technical school and 3 to 6 mnths of related experience desired.