Customer Service Team Lead
1 week ago
This role is responsible for delivering exceptional service to members and overseeing the management of a team. The position implements and manages the achievement of business objectives, applying best practices to achieve member satisfaction and attain productivity goals.
Main Responsibilities:
- Develop and coach team members to ensure they have the skills and knowledge needed to excel in their roles.
- Identify training needs and provide opportunities for growth and development.
- Manage staff in resolving customer issues and resolve escalated complaints.
- Recruit, interview, and hire team members as needed.
- Conduct performance appraisals and provide feedback for improvement.
Requirements:
- Bachelor's degree or equivalent combination of education and experience.
- 4-6 years of call center customer service experience.
- Excellent verbal and written communication skills.
- Strong leadership, organizational, and time management skills.
Scope:
- Work independently with minimal supervision.
- Provide solutions to complex customer problems.
- Plan and prioritize work, referring unusual cases to supervisors or others.
- This position supervises a team of 6-20 people.
Estimated Salary: $90,000 - $130,000 per year
American Automobile Association offers a range of benefits, including health coverage, 401(K) savings plan, tuition assistance, and employee discounts.
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