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Customer Service Team Lead

2 months ago

Parsippany, United States Berkshire Hathaway GUARD Insurance Companies Full time

OverviewThe 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 customer-focused approach.

Ability to work in a fast-paced environment.

Leadership, coaching and mentoring skills.

Self-motivated.

Strong work ethic and dependability.

Computer proficiency required.

Minium of 2 years’ Contact Center experience.

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