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Call Center Team Lead

3 months ago

Cornelius, United States Forrest Solutions Full time

re you a dynamic and motivated leader with a passion for customer service? We're seeking an enthusiastic Team Lead to join our call center team for a major tire brand If you're ready to take the wheel in providing exceptional customer experiences, we want you on board


Schedule: Full time, Monday - Friday, shift ranging from 8AM - 6PM & 3 Days WFH


Pay: $22/hr

Job Location: Cornelius, North Carolina


Responsibilities:

  • Handle customer inquiries promptly and professionally.
  • Expertly use databases, scripts, and tools following our policies.
  • Understand clients' needs, address questions and complaints with efficient and accurate responses based on CRM and Knowledge Base information.
  • Build lasting relationships, go the extra mile, and ensure clients feel supported and valued.
  • Research and provide effective solutions, including upselling products when opportunities arise.
  • Document and escalate requests following established protocols. Provide second level support for escalations.
  • Participate in ongoing training to expand knowledge of products and services, enhancing your position-related skills and service delivery capabilities.
  • Strive to meet or exceed call center metrics while consistently delivering excellent customer service and responsible for reporting call center metrics.
  • Provide performance feedback to call center metrics

Requirements:

  • Proven leadership experience in a call center environment.
  • Exceptional communication and interpersonal skills.
  • Proficient in using call center software and databases.
  • Ability to thrive in a fast-paced and dynamic environment.
  • Dedication to continuous learning and improvement.
  • Passion for delivering outstanding customer service.
  • Bilingual in Spanish is a plus

Perks:

  • Competitive salary and performance-based incentives.
  • Comprehensive training programs.
  • Career growth opportunities within a leading tire brand.
  • Collaborative and inclusive team environment.


Ready to steer your career towards success? Apply now and drive customer satisfaction to new heights

Forrest Solutions is an equal opportunity employer. We are committed to creating an inclusive workplace and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other status protected by applicable law. All employment decisions are based on qualifications, merit, and business needs.