FS.COM is a leading global high-performance end-to-end cable and connectivity solutions provider. Founded in 2009 as Fiberstore, FS.COM brings a complete portfolio of products and solutions including Switches & Optics, Integrated Cabling Infrastructure, and OTN Equipment--all designed for installation in data centers, cloud computing, metro networks, and access networks to connect a broad range of devices. Through continuous technology innovation, our products and solutions have been deployed in over 200 countries and adopted by worldwide well-known corporations such as Microsoft and Google Fiber. Join our team to be a key factor in redefining the optical communication industry and building an efficiently connected world!

JOB DESCRIPTION:

The schedule for this position is Monday - Friday, 8a-5p or 9a-6p.

As a Customer Service Team Lead, you will be responsible for ensuring all general customer questions are resolved using the highest degree of professionalism and service, while motivating your team to perform at their best. You will work under the direct supervision of the Customer Support Manager. As a member of the Customer Support team, you must be committed to upholding FS.COM’s desire to provide an excellent customer experience.

Job functions consist of, but are not limited to:

• Mentoring Customer Service Representatives
• Addressing customer concerns via email, live chat, and telephone assistance.
• Constructing professional written correspondence with customers.
• Maintaining a high level of phone etiquette, while simultaneously addressing live chats.
• Resolving customer inquiries regarding general website and product information.
• Obtaining entry level fiber optic product knowledge and assisting with basic customer technical issues.
• Researching information regarding compatibility.
• Researching information regarding shipping and inventory related concerns.
• Escalating more complex customer inquiries to the appropriate team member.
• Working efficiently and taking direction in a constantly changing environment.
• Communicating with team members and management when issues or errors occur.
• Assisting new team members when needed.
• Developing an understanding of company, history, team, product offerings and services.
• Other duties as requested.

QUALIFICATIONS:

• Required: A minimum of 1 year experience in technical support or customer service chat/call center
• Required: A minimum of 1 year Team Lead, Supervisor or Management experience in technical support or customer service chat/call center
• Demonstrated leadership skills and ability to provide coaching, clear directions and mentoring
• Positive and professional communication, organizational and interpersonal skills
• Ability to work effectively with all personnel
• Ability to prioritize and handle multiple tasks with minimal supervision.
• Must be able to work M-F, 8a-5p or 9a-6p.
• Demonstrated understanding of computer skills
• Ability and willingness to learn quickly
• Excellent writing and communication skills
• High attention to detail

• Dependable and punctual
• Able to work independently & as part of a team
• Positive attitude and motivation to succeed
• Bilingual Spanish a plus

FS.COM offers health, vision, and dental benefits, paid vacation, sick, and holiday pay, and the opportunity to earn yearly bonuses. Apply now to become a part of our dedicated team of professionals and grow within your career!

Job Type: Full-time

Salary: $19 - $21.50/Hour
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Work Remotely

• No

Job Type: Full-time

Pay: $19.00 - $21.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Are you able to work a Monday - Friday, 8a-5p shift?

Education:

• High school or equivalent (Required)

Experience:

• CALL CENTER: 1 year (Required)
• Supervising: 1 year (Required)

Work Location: In person