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Senior Customer Support Leader

2 months ago

Durham, North Carolina, United States LC Industries Full time

Position Title: Lead, Customer Service Representative

Job Category: Customer Service

Job Details:

Overview:

The Lead Customer Service Representative plays a crucial role in ensuring customer satisfaction through various communication channels, including phone, email, web forms, live chats, and face-to-face interactions. This position is responsible for addressing customer inquiries and resolving issues in accordance with established protocols.

Key Responsibilities:

  1. Respond to customer questions and concerns, adhering to outlined procedures.
  2. Manage customer complaints effectively by following established guidelines.
  3. Troubleshoot customer issues in a systematic manner.
  4. Deliver exceptional customer service by leveraging comprehensive product and service knowledge to achieve client standards and objectives.
  5. Assist in training new team members and provide constructive feedback to management.
  6. Communicate any challenges or obstacles to management regarding systems, customers, and team dynamics.
  7. Analyze reports to identify areas of strength and opportunities for improvement.
  8. Promote a safe workplace environment and contribute to a culture of safety.
  9. Support internal projects and assignments as needed.
  10. Meet performance metrics and deadlines while maintaining high-quality service.
  11. Ensure the accuracy of customer database information.
  12. Utilize multiple online resources and documents efficiently.
  13. Perform additional duties as assigned.

Qualifications:

A high school diploma or GED is required, along with a minimum of 2-4 years of experience in customer service or call center environments. Previous experience in a customer service role is preferred, along with relevant training.

Skills:

Strong verbal and written communication abilities are essential. Proficiency in computer systems, including email, spreadsheets, and web navigation, is required.

Additional Information:

LC Industries is an Equal Opportunity Employer, committed to fostering a diverse workplace. We do not discriminate against employees or applicants based on their inquiries regarding compensation or other employment-related matters.