Description

Spectrio has been recognized as one of Florida’s highest-growth companies, ranking at No. 127 on the 2021 Inc. 5000 Florida Regional list, up 53 places from the previous year. In 2020, the Company made the national Inc. 5000 list for the ninth time, ranking at No. 3050, up 756 from the previous year. 

Primary Objective:
The Customer Service Team Lead works with their Manager and other team leads to support a team of Service or Support Representatives, provide training and guidance, and help solve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best team leads are genuinely excited to help their team. They’re patient, empathetic, and passionately communicative. They work with their managers to set performance expectations for their teams. Team Leads are intimately familiar with company policies and procedures, comfortable with technology, have strong critical thinking skills and enjoy solving complex problems. They embody good customer service with an eye on company growth and success. 

Responsibilities:

• Respond to customer issues in a timely manner.
• Assist their manager in creating effective workflows and procedures.
• Train team members on procedures, policies, and standards. 
• Assist their manager with developing performance goals and coordinate with the team to meet them on a steady basis.
• Maintain accurate records and document all customer support activities and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Stay informed on the latest industry techniques and methods.
• Handle customer complaints escalated by the team, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, escalate to manager when necessary.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Go the extra mile to engage customers.
• Help clients troubleshoot equipment and/or service issues.
• Help Identify patterns in customer complaints that may represent larger concerns and formulate solutions. 
• Perform various administrative duties related to account maintenance and management.
• Manage workload through NetSuite and adhere to established project management processes.
• Collaborate with teammates across departments, implement customer feedback, innovate on strategies, and help develop best practices.
• Confidently balance daily and weekly deadlines with department initiatives, utilizing multiple tools.
• Perform all other duties as assigned.

Requirements

Qualifications:

• Bachelor’s degree in Business Administration or relevant field preferred.
• A minimum of 5 years’ proven experience in a customer support position.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Excellent writing and communication skills (sentence structure, grammar, varied vocabulary, spelling, style, strong typing speed with high accuracy, and attention to detail).
• Strong problem-solving skills and thought leadership.
• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Familiarity with electronic hardware and software, particularly media devices. 
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively
• Ability to work in a rapidly changing environment.
• Ability to manage multiple projects to completion and meet deadlines.
• Proven ability to work effectively with customers, contractors and internal stakeholders.
• Ability to effectively deal with customer requirements and demands.
• Experience with robust CRM systems and solid PC skills including usage of the full G-Suite preferred.

*Position is Remote. Considering candidates in these states FL, NC, SC, TX, GA, TX & AZ 

Spectrio is a leading provider of comprehensive digital signage solutions that empowers clients to transform their business locations into modern, dynamic destinations for customers and employees. Headquartered in Tampa, Fla., and founded in 2002, Spectrio serves over 150,000 franchise and enterprise locations in multiple industries, including quick-service restaurants, automotive, healthcare, and financial services. With supporting offerings geared towards Overhead Music, On-Hold Messaging, WiFi Marketing, and more, Spectrio offers businesses a complete customer engagement solution at scale. For more information, visit www.Spectrio.com.

Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement. 

Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.