Customer Service Team Leader

1 week ago

San Jose, California, United States RESA Power Full time
Position Overview

The Customer Service Team Leader is accountable for the overall performance of a group of customer service agents, focusing on all facets of agent productivity, call quality, and compliance with company policies. The primary objective of this role is to enhance the effectiveness of agents through monitoring and reporting to pinpoint areas for improvement, alongside providing coaching and training to elevate customer service, sales techniques, and product knowledge. Under the guidance of the Operations Manager and Senior Vice President, this position aims to cultivate and sustain a customer-focused culture within the organization while fostering a sense of pride and high morale among team members.

Key Responsibilities
  • Participate in the recruitment and promotion processes for team members.
  • Assess team members' performance against call center goals, KPIs, and core competencies.
    • Offer both informal and formal coaching and mentoring sessions as needed.
    • Conduct annual performance evaluations.
  • Oversee the productivity, training, and communication within the assigned department/team regarding company procedures; address customer inquiries, general questions, and troubleshoot service or product issues.
  • Provide training, mentorship, and communication to staff on technical, safety, and company training, while maintaining procedures and developing best practices for the customer service floor.
  • Establish, maintain, communicate, and adhere to documented processes and procedures.
  • Analyze, report on, and resolve customer and operational challenges that adversely affect service quality.
  • Monitor calls for each agent weekly and deliver real-time and summary feedback, highlighting strengths and areas for performance enhancement.
  • Assist with incoming calls during peak times to reduce call abandonment.
  • Develop a comprehensive understanding of the company's processes and systems, including key elements of the product offerings.
  • Act as the primary escalation point for client complaints that agents cannot resolve, and personally address complex inquiries or challenging customers when in-depth assistance is required.
  • Review daily orders requiring sourcing to determine what can be fulfilled from existing inventory.
  • Address agent inquiries regarding best practices or challenging calls.
  • Prepare reports and analyze data to assist management in establishing call center objectives, including financial targets.
  • Collaborate with other departments to support agents and enhance customer satisfaction.
  • Adhere to all safety, quality, and company regulations; comply with all organizational policies and procedures.
  • Continuously seek ways to improve operations, reduce turnaround times, streamline processes, and work collaboratively with other departments to ensure a quality and seamless operation.
  • Perform additional duties as assigned.
Qualifications and Experience:
  • Bachelor's degree in a relevant field and a minimum of 5 years of experience or a combination of education and experience.
  • Customer-focused mindset; ability to create mutually beneficial outcomes for the company and customers.
  • Commitment to safety and adherence to all departmental and organizational policies and procedures.
  • Demonstrated leadership and mentoring capabilities; a strong team player.
  • Excellent written and verbal communication skills, along with strong interpersonal abilities.
  • Able to meet deadlines and manage multiple tasks effectively.
  • Skilled in collaborating with diverse individuals across the organization.
  • Focus on accuracy and efficiency in all tasks.
About RESA Power

RESA Power is a dynamic organization that prioritizes its people, striving to be the employer of choice within its industry. We are proud to have an exceptionally talented workforce that takes pride in their contributions. With locations across the United States and Canada, RESA Power is a trusted service provider dedicated to ensuring the safety, performance, and compliance of electrical distribution systems. Our commitment to long-term partnerships and excellence in customer experience has been established over nearly a decade.

Our Mission

To guarantee reliable and safe mission-critical power throughout our customers' electrical infrastructure lifecycle.

Our Vision

To be the premier, trusted provider in the US and Canada for critical power services and products by delivering the best customer and employee experience in the industry.

Core Cultural Values

Integrity and Expertise
  • We uphold our integrity and expertise, ensuring no corners are cut.
  • We perform our responsibilities safely, efficiently, and thoroughly every day.
  • We conduct ourselves with professionalism, ethics, and honesty.
  • We exercise sound judgment and decision-making skills, avoiding unreasonable risks.
Customer Commitment
  • Our primary focus is our customers, and our long-term relationships reflect our dedication.
  • We approach our responsibilities with enthusiasm and professionalism.
  • We foster goodwill by treating all contacts with respect and courtesy.
Growth Orientation
  • We are committed to the growth of both the company and our employees.
  • We apply our knowledge of techniques, policies, and procedures effectively.
  • We seek new assignments and additional responsibilities.
  • We pursue opportunities to expand our skills and certifications.
Problem Solving
  • We embrace innovation and adaptability in our daily tasks.
  • We complete assignments efficiently and thoroughly.
  • We work independently and propose new ideas for improvement.
Reliability
  • We are efficient, dependable, and straightforward in our work.
  • We follow through on commitments promptly.
  • We produce clear and accurate reports that meet expectations.
  • We actively listen and seek assistance when necessary.
Relationship Building
  • Our leaders are servant leaders, providing support within a well-run organization.
  • We collaborate to create optimal solutions for our customers.
  • We build strong relationships within our teams and with customers and vendors.
Additional Information

Travel: Up to 5%

Compensation: $37-$52 based on experience.

Benefits: Comprehensive benefits package including medical, dental, vision, company-paid life insurance, Employee Ownership Plan, matching 401k, and paid time off.

Physical Requirements: Ability to lift a minimum of 50 lbs regularly. Position involves standing and computer use.

Equal Opportunity Employer: RESA Power is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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