Customer Service Team Lead

2 weeks ago


Owings Mills, Maryland, United States FIS Full time
Job Summary

As a Senior Customer Service Specialist at FIS, you will play a key role in ensuring exceptional customer experiences. You will oversee a team of Customer Service Representatives, monitoring operations to ensure adherence to service level standards and company policies. Your expertise will be utilized to resolve complex customer issues, provide coaching and mentoring to less experienced team members, and contribute to process improvements. This senior-level role requires advanced problem-solving skills, effective communication, and the ability to work independently and collaboratively. If you are a results-driven professional with a passion for delivering outstanding customer service, we encourage you to apply.

Responsibilities

  • Lead a team of Customer Service Representatives, providing guidance and support to ensure exceptional customer experiences.
  • Monitor operations to ensure adherence to service level standards and company policies.
  • Resolve complex customer issues, utilizing advanced problem-solving skills and effective communication.
  • Coach and mentor less experienced team members, promoting growth and development.
  • Contribute to process improvements, identifying opportunities to streamline operations and enhance customer satisfaction.
  • Collaborate with cross-functional teams to ensure seamless customer service delivery.

Requirements

  • 4+ years of experience in a call center or customer service-related role, with at least 1 year in a senior-level position.
  • Advanced problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
  • Ability to work independently and collaboratively, with a focus on delivering exceptional customer experiences.
  • High school diploma or equivalent required; bachelor's degree preferred.

What We Offer

FIS is committed to providing a competitive compensation package, including a salary range of $31.34, which reflects the minimum and maximum target for new hire salaries for this position. Within this range, actual individual starting pay is determined by factors such as job-related skills, experience, and relevant education or training. We also offer a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off. If you are a motivated and customer-focused professional looking for a challenging and rewarding opportunity, we encourage you to apply.

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