Lead Customer Service Representative

1 week ago

Farmingdale, United States CSI Group LLP Full time
CSI Group is a fast growing, family owned, Wall, NJ based CPA firm focusing on individuals and families, providing Individual Income Tax Preparation, Tax Planning, Trust & Estate Tax Preparation, Trust, Will & Estate Planning, and Retirement and Financial planning. CSI group has over 20 locations in New Jersey, New York, and Florida. CSI Group is aggressively expanding and quickly gaining market share in New Jersey, and has become a household name in the state. The company is looking for career minded talent that is excited about participating and being a part of the rapid growth of the company. CSI Group is very eager to promote and hire from within the company, making it the perfect place for an individual who seeks a fast track to a highly successful career path.

Job Summary:

The Lead Customer Service Representative oversees a team of Customer Service Representatives (CSRs) and provides top-notch customer support, handling customer inquiries and escalations. In this role, the Lead CSR is responsible for ensuring high-quality service and smooth operation of the front-line team by offering guidance, coordinating workflows, and fostering a positive, customer-centric environment.

Essential Duties and Responsibilities:
  • Supervision & Support: Serve as a first point of contact for the Customer Service team, providing guidance on handling inquiries, escalations, and complex customer issues.
  • Customer Interaction: Address high-level and complex customer inquiries; answer phone calls, update client contact information, and assist with other high-priority support requests.
  • Front Desk Management: Collaborate with team members to ensure that the front desk is always supervised and efficiently managed.
  • Scheduling: Organize conference calls and appointments for Advisors as requested.
  • Payment Processing: Manage payment processing for client accounts over the phone, maintaining accuracy and confidentiality.
  • Customer Relations: Maintain a professional and empathetic demeanor toward customers, ensuring satisfaction and resolving complaints.
  • Knowledge & Training: Have an in-depth understanding of company services and policies to effectively answer customer questions and support team training.
  • Documentation: Keep accurate, updated client notes detailing customer interactions, transactions, comments, and complaints.
  • Team Coordination: Act as a liaison between the CSR team, Advisors, and the Leadership Team, facilitating communication and addressing team needs.
  • Process Improvement: Provide feedback to management on the efficiency of customer service processes, suggesting improvements as needed.
  • Administrative Tasks: Complete additional administrative tasks to support the smooth operation of the customer service department.

Qualifications:
  • Education: High school diploma required; Bachelor's degree preferred or equivalent work experience.
  • Experience: 2 plus years of experience in customer service, with a demonstrated ability to handle complex inquiries and escalations.
  • Leadership Experience: 1 plus years of experience leading direct reports strongly preferred.
  • Skills:
    • Excellent communication and interpersonal skills.
    • Proficiency in MS Office, particularly Word and Excel.
    • Ability to manage stress and stay calm under pressure.
    • Strong organizational skills and attention to detail.
    • Capability to work independently and lead by example.
  • Attributes: Positive attitude, empathy, and a customer-focused approach to ensure customer satisfaction and team morale.
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