Customer Service Lead

JOB SUMMARY:

The Customer Service Lead is responsible for driving successful individual and overall team performance results by: 1) onboarding and training CSRs, 2) coordinating ongoing training for CSRs, 3) directing daily service center tasks, 4) handling customer issues and escalations, 4) collaborating with other departments, and 5) mentoring he customer service team, and ensuring an important level of customer service. 

ESSENTIAL JOB FUNCTIONS:

• Onboarding and training of new and experienced CSRs
• Monthly work schedule development, daily schedule adherence and workload management, and attendance
• Anticipate and handle customer escalation calls and work order/account issues
• Monitor customer feedback for appropriate internal communication and resolution
• Serve as point of contact with other departments to ensure that customer requests are handled effectively
• Communicate with IT to alert them to any systems issues or request systems changes as necessary
• Maximize overall call-handling efficiency and minimize call-handling errors by identifying processes that need improvement and working with Customer Service Manager (CSM) to implement changes
• Improve overall team success by gathering performance data to develop/modify training, communicate with CSM for CSR development and upper management reporting
• Foster a high level of employee engagement and teamwork by working with CSM to promote monthly contests, implement service center improvements, and organize informative and fun monthly team meetings
• Keep upper management informed on any issues or roadblocks to success
• Completing projects for CSM as needed
• Work cross functionally with dispatchers to ensure customer is fully taken care of
• Maintain up-to-date knowledge of company products and services
• Other duties as assigned

QUALIFICATIONS/ABILITIES:

• Experience in leading, motivating and encouraging individuals/teams to success in support of Company’s objectives
• Excellent oral and written communication skills
• Strong leadership abilities that display confidence, decisiveness, and ability to remain objective
• Able to manage challenging customer situations with professionalism and empathy
• Able to multi-task
• Strong problem solving and organizational skills
• Proficiency in customer service software and tools
• Able to work in a fast-paced environment and under pressure while exuding flexibility and resourcefulness when faced with challenges
• Exceptional Customer Service skills
• Superior telephonic skills
• Professional and able to collaborate with other internal staff
• Self-starter with strong self-accountability mindset in achieving set individual and team goals

EDUCATION/EXPERIENCE REQUIREMENTS:

REQUIRED:

• High School diploma or equivalent
• Minimum of 3 years in a dynamic customer service role
• Microsoft Excel experience

PREFERRED:

• Associates or Bachelor’s degree in Business Admin/Management or related field
• 1-year supervisory experience
• Sales Experience

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

• Call Center/Office Environment
• Must be able to lift ~20lbs
• Ability to sit for extended periods of time

BENEFITS:

Compensation: Based on experience

Benefits: Standard benefit plan for full-time, regular employees

SCHEDULE:

Monday-Friday 8am-5pm, with weekends, nights, and holiday shifts probable