University Frames is dedicated to providing the best diploma frame product in the country! Our growing business is looking for a skilled problem solver to join our team as a Customer Service Lead. This individual will oversee customer service to ensure meeting day-to-day goals and logistics to ensure proper communication between the customers, the team, and management.
Main Functions and Key Responsibilities:
•Ability to use experience and knowledge to implement best practices that are tailored to UF's Customer Service structure & functions
•Plan, create, and implementation of procedures to better the team
•Monitor and evaluate daily workflow, choose appropriate courses of action to ensure department schedules and objectives are met
•Communicate concerns and route reports to appropriate team members and management
•Partner with Operations to prepare daily, weekly, and monthly reports of customer activities
•Identify, foster, and leverage strengths of the existing CS Team
•Respond to customer inquiries and provide first contact resolution of customer requests via telephone, typed-chat, and email at the highest level while demonstrating a friendly and cooperative attitude
•Perform account maintenance, data entry, and order processing functions
Qualifications:
•Minimum of 4 years of experience leading customer service support team
•Excellent customer service, time management, interpersonal, organizational, and analytical skills
•Professional in written communication and verbal skills
•Ability to manage multiple priorities and follow through on assignments
•Ability to listen carefully and respond quickly and effectively
•Ensure quality maintenance and attention to detail
•Proficient computer skills, including Microsoft Office Suite (especially Excel)
Pluses:
•Previous experience in call center
•Online market experience (Amazon, Walmart, etc.)
•Knowledge of QuickBooks Enterprise
Communication method(s) used:
•Email
•Phone
•Chat