Customer Service Team Lead

2 months ago

Nashville, United States Urbanex Pest Control Full time
Job DescriptionJob Description

Customer Service Team Lead


Urbanex Pest Control is going through a period of rapid growth, and we are looking for highly motivated Customer Service Team Lead with previous experience supervising a remote workforce. If you've got dynamic communication skills, a desire to help others, and a passion for excellence - we want to meet you


Why Consider Us?

  • Pay range of $20.00 - $22.00/hour
  • Health, vision, and dental insurance with generous company contribution
  • Annual reviews and merit-based salary increases
  • Paid vacation, holiday, and special day off opportunities (you get a paid day off for your birthday)
  • Corporate retreats and professional development opportunities

Job Description


Urbanex is seeking a highly organized and proactive Customer Service Team Lead to join our Nashville team. The ideal candidate will have a strong background in customer service and leadership, with the ability to effectively supervise remote staff members. This role requires a self-starter with excellent communication skills and the ability to handle multiple priorities in a fast-paced environment.


Responsibilities:

  • Lead a team of remote customer service representatives, providing guidance, support, and mentorship to ensure high performance and productivity.
  • Develop and implement strategies to optimize the customer service experience, including monitoring service metrics, identifying areas for improvement, and implementing solutions.
  • Conduct regular performance evaluations and provide constructive feedback to team members to promote growth and development.
  • Coordinate team schedules and workload distribution to ensure adequate coverage and timely response to customer inquiries.
  • Serve as the primary point of contact for escalated customer issues, resolving complex problems and ensuring customer satisfaction.
  • Collaborate with other departments, such as sales and marketing, to coordinate efforts and ensure alignment with company goals and objectives.
  • Stay updated on industry trends and best practices in customer service, sharing knowledge and implementing new strategies as appropriate.
  • Uphold company policies and procedures, ensuring adherence to quality standards and compliance with regulations.

Qualifications:

  • Minimum of 3 years of experience in customer service, with at least 1 year in a leadership or supervisory role.
  • Proven track record of successfully managing remote teams and driving performance improvements.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
  • Strong problem-solving abilities, with the capacity to quickly analyze situations and make sound decisions.
  • Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines effectively.
  • Proficiency in customer service software and tools, with experience in CRM systems preferred.
  • Flexibility to work occasional evenings or weekends as needed to support team operations.

Join Urbanex and play a crucial role in shaping positive customer experiences and ensuring the long-term success of our customer relationships and company. Apply your expertise to contribute to the growth and success of Urbanex.

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