Lead Customer Service Rep

1 month ago


San Leandro, United States CRG Full time
Lead Customer Service Representative
Summary: Our transformative logistics client is searching for a Customer Service Representative in San Leandro, California As a Lead, Customer Service Representative you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team 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.

Location: San Leandro, California
Schedule: Monday-Friday 7am-3:30pm
Opportunity: 27-week Contract
Compensation: $23/hr.

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
Qualifications:
  • 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience required
  • Experience with Microsoft Office (Word, Excel, & Outlook
  • Experience in a call center environment
  • Bilingual English/Spanish preferred
  • Strong customer service skills and the ability to satisfactorily resolve issues
  • Solid ability to multitask with exceptional organizational skills
  • Ability to thrive under pressure while delivering solutions that exceed customer expectations
Category Code: JN003

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