CUSTOMER SERVICE LEAD

Job Description

A Customer Service Lead will have mastered the skills of all Customer Service Agent/Specialist levels and demonstrate leadership skills needed to successfully provide direction, coaching, and mentoring of call center agents. This role is primarily remote, but the Lead is required to come into the office as needed for new agent training. In addition, that live within 75 miles of the Grand Prairie facility will be expected to come into the office at least once a month.

Essential Duties & Responsibilities:

• Perform normal Call Center and Customer Service duties which includes data entry for orders, and answering calls, emails, and chats
• Develop, document, maintain, and deliver training programs related to department operations and procedures
• Assign and manage training for new agents, which will include assigned in-office training days
• Work with management to provide feedback on the progress/status of new employees
• Maintain a training system matrix to record the training progress of new and existing agents and determine training needs
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve department operations, efficiency, and service to both internal and external customers
• Review call center work trends to identify workflow drivers and develop opportunities for improvement of department response to those drivers
• Assist with calls and e-mails requiring escalation to a supervisor or manager
• Serve as a leadership delegate when the department Supervisors are not available.
• Must exhibit good leadership abilities and communicate effectively to the supervisor and employees
• Will contribute to and build a positive work environment and healthy team culture
• Embrace change and demonstrate flexibility due to the dynamic nature of our call center.
• Identify new solutions and improvements to processes and procedures to increase department efficiency.
• Other duties as appropriate for the position

A Successful Customer Service Lead:

• Will possess a mastery of the skills of a Customer Service Agent
• Will be able to identify the various training needs of new and existing agents, and successfully adjust training approach and style to meet those needs
• Is able to identify and develop solutions to complex situations
• Is able to manage projects and tasks without supervision
• Must be able to simultaneously handle multiple duties, manage time, and follow through on all tasks and projects with little or no supervision
• Act as a mentor to team members and demonstrate the values and ethics of the department and company
• Will be able to create outside-the-box solutions

Experience, Skills & Education:

• 3 years or equivalent in a call center environment with customer service experience required
• 1 years' experience with K&N Business Management Software related to call center functions
• High School Diploma or equivalent; some college preferred
• Solid working knowledge of Microsoft Outlook, Word, and Excel

Our Work Environment and Why You’ll Love It Here

We are a team that works to support one another and believe we are doing good work. We focus on getting the job done effectively and promoting positive change that helps everyone grow. This is a primarily remote position offering flexibility.

To keep our team connected, this role requires you to live in the state of Texas and be able to commute to our Grand Prairie, TX office at least once a month for team meetings, training, and in-person collaboration. However, additional office visits may be needed for trainings, new hire training, and other duties based on department and company needs.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Salary : $22 - $23