Customer Service Lead
2 months ago
As a Lead you will be responsible for ensuring superior service delivery to customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach all teams in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.
Responsibilities:
- Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
- Support the building and developing of an effective and high-performance team
- Maintain daily and weekly statistics for individual direct reports
- Analyze department results
- Troubleshoot operational problems
- Complete team reports as required
- Identify and analyze escalated problems and provides guidance to direct reports for resolution
- Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction
Must-Haves:
- 4 years of experience in a customer service role troubleshooting and handling complex transactions
- 1 year of team lead or supervisor experience
- Experience with Microsoft Office (Word, Excel, & Outlook)
Plus:
- Experience working in call center environment
- Bilingual – English/Spanish
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