Service Team Leader

Springfield, IL (Onsite)

Monday-Friday, 8:30am-5:30pm

CSC’s Uniform Commercial Code (UCC) Team is seeking a Team Leader to lead a team of Customer Service Representatives who are responsible for analyzing UCC search results and reconciling copies from in-house researchers and vendors across all 50 states, covering more than 4,000 counties. The Team Leader will be responsible for supervising, managing, motivating, and guiding team members on a daily basis. As a Team Leader, you will be the primary contact person for all team members, so communication skills must be excellent. A successful candidate in this position will be comfortable getting into the details of the day-today work of the team. Ultimately, the Team Leader will lead by setting a good example and engaging the team to achieve goals.

Some of the things you’ll be doing:

• Create an inspiring team environment with an open communication culture

• Develop key performance indicators and set clear team goals

• Delegate tasks effectively and set deadlines

• Oversee day-to-day operations

• Monitor team performance and conduct performance reviews

• Handle customer complaints and address escalations with customers

• Design and implement process and operational policies

• Full spectrum of employee management, development, and training

• Motivate team members to achieve objectives

• Discover training needs and providing coaching

• Listen to team members’ feedback and resolve any issues or conflicts

• Recognize high performance and rewarding accomplishments

• Ensure the highest levels of productivity, service, and client satisfaction levels

• Organize team-building activities

These are the technical skills, experience, and qualifications that would make someone successful: 

• 3 years of leadership experience with direct reports

• A proven history of successfully mentoring and developing employees

• In-depth knowledge of developing and utilizing performance metrics

• Proficiency with MS Office, especially Excel

• Tremendous written and verbal communication skills

• Organizational and time management skills

• Decision-making skills

• Excellent change management skills

• Strong analytical and problem-solving skills

• Attention to detail

Candidates for this position must be eligible to work without sponsorship. Time on-site or time zone may be necessary based on business need.

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