Customer Service Team Lead

Join a thriving division of one of Rochester, NY’s fastest-growing companies and take the next step in your leadership career. Our client is seeking a motivated, positive, and results-driven Customer Success Representative Team Leader who is passionate about delivering exceptional customer experiences and contributing to company growth.

If you are an energetic professional who thrives in a fast-paced environment, enjoys developing high-performing teams, and is focused on driving results, we want to hear from you.

As the CSR Team Lead, you will oversee a dedicated team of Customer Success Representatives responsible for facilitating the return of the company's leased assets for key accounts through outbound phone and email communications. This position plays a critical role in ensuring customer satisfaction, operational efficiency, and revenue generation.

• Deliver the highest level of Customer Service on a daily basis.
• Daily assignment & allocation of new cases
• Multi-task competing priorities in a professional and efficient manner.
• Train and provide feedback for team members on performance.
• Provide expertise and resolution to process deviations.
• Review and manage to daily, weekly, and monthly metrics.
• Hold specific team members accountable to meeting daily, weekly goals.
• Analyze internal data to develop process improvements.
• Ensure customer service levels are always kept very high.
• Share daily reports, metrics, learnings with CSR team and Management.
• Communicate via phone & e-mail with clients that receive shipments in boxes to educate them on the program and establish ongoing contact information.
• Data integrity within company CRM
• Track, trace, document and arrange retrieval of boxes.
• Produce courier shipping documents and arrange pick-ups at customer sites.
• Collaborate with team members and coordinate solutions for customers.
• Prepare complete and accurate work including appropriately notating systems of actions taken.
• Establish and maintain good customer relations with both internal and external customers.
• Diffuse difficult customer situations.
• Other tasks as assigned.

Qualifications/Experience:

• Outbound calling, or customer outreach experience
• Customer Service or Inside Sales experience
• Management/Supervisor experience
• Experienced in managing multiple projects at the same time.
• Associate degree, or applicable experience
• Customer Focus and service orientated.
• Excellent problem-solving skills and a willingness/desire to research information to find solutions to problems.
• Persistence when specific tasks are challenging.
• CRM knowledge
• Experience with data analytics
• Customs experience
• Tolerance for repetitive work in a fast-paced, high production work environment
• Outstanding communication (written & verbal) are a must.
• Solid decision-making, problem resolution and creative thinking skills.
• Self-starter, motivated and driven to exceed goals.
• Strong computer navigation skills and PC Knowledge including experience with Excel.