** Lead, Customer Service Representative**

**Job Category****:** Customer Service **Requisition Number****:** LEADC03033 Showing 1 location **Job Details**

**Description**

**DESCRIPTION:** The Lead Customer Service Representative serves customers through a variety of mediums including but not limited to telephone, emails, web-forms, web chats, and in-person. Responds to customer inquiries and questions according to outlined procedures. Handles customer complaints using outlined procedures. Troubleshoots problems with customers according to outlined procedures. Provides excellent customer service to customers with a high degree of product and service knowledge to meet standards and goals specified by clients. Assist with training, tracking, and providing feedback to management. Communicate issues and roadblocks to management, relating to systems, customers, and peers. Run and interpret reporting to identify strengths and weaknesses. Safety - demonstrates a commitment to the overall safety of the workplace environment and to promoting a safety culture. Assist the team with internal projects and assignments. Execute work under time constraints and meet key performance indicators (KPIs). Maintaining customer database ensuring information is current. Navigate and gather information from multiple websites and documents at the same time. Performs other relevant duties as assigned. Ability to utilize computer technology for communication, data gathering and reporting with or without assistive technology. Capable of updating and managing databases and Excel files. Understanding of MS Office Suite and keyboard shortcuts.

**QUALIFICATIONS****:** High School diploma or GED equivalent, minimum of 2-4 years previous customer service or call center experience required. Experience in a previous customer service position; customer service training preferred. Excellent verbal and written communication skills. Must be experienced and skilled in computer systems to include e-mail, spreadsheets, and website navigation.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)