Customer Service Team Leader

1 week ago


WilkesBarre, Pennsylvania, United States Berkshire Hathaway GUARD Insurance Companies Full time

Overview:


The Customer Service Team Leader is responsible for providing quality and efficient customer service to all customers by providing daily leadership to customer service staff.


Responsibilities:

  • Provide assistance and coaching to CSRs on a daily basis to assist with meeting service levels.
  • Ensure appropriate call handle times by promptly assisting CSRs
  • Handle escalation calls from Customer Service staff.
  • Reply to Customer Service and PSC Requests
  • Assist the Customer Service Team with technical/system issues.
  • Identify system issues that need to be escalated and submit Help Desk ticekts for the team
  • Must be able to work Monday-Friday 12:00 pm 8:30pm EST or 9:00 am 5:30 pm PST.

Qualifications:

  • Excellent communication, problem solving skills, and attention to detail are essential, along with a customerfocused approach.
  • Ability to work in a fastpaced environment.
  • Leadership, coaching and mentoring skills.
  • Selfmotivated.
  • Strong work ethic and dependability.
  • Computer proficiency required.
  • Minium of 2 years' Contact Center experience.


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