Customer Service Team Lead

3 weeks ago


Tempe, Arizona, United States Education at Work Full time
Job Summary

The Customer Service Team Lead is responsible for managing a dynamic team of customer service representatives, ensuring they perform at the highest levels and meet performance metrics. This role involves monitoring quality assurance, training, and managing schedules and attendance, while fostering motivation and maintaining company culture.

Key Responsibilities
  • Lead and manage a team of 20-25 customer service representatives.
  • Advocate for customers by identifying their needs and guiding them to appropriate resources.
  • Monitor, coach, and provide feedback to meet performance metrics, including quality, productivity, attendance, compliance, and disciplinary issues.
  • Identify training requirements and skill gaps among the team.
  • Administer daily schedules and attendance for the team.
  • Coach and develop direct reports to exceed customer service goals.
  • Resolve escalated customer concerns, balancing superior service with fiscal responsibility.
  • Conduct staff meetings and coaching sessions to ensure effective communication.
  • Manage timecards and payroll in ADP.
  • Ensure customers receive an exceptional experience at the end of each transaction.
  • Maintain excellent knowledge of company policies and procedures.
  • Exhibit exceptional time management, organization, and prioritization skills.
  • Work independently and in a team setting within a fast-paced environment.
  • Flexibility to work both AM and PM shifts, including some holidays.
Requirements
  • Bachelor's or associate degree preferred.
  • 3 years of experience in a customer service or call center role.
  • Experience handling customer escalations and providing excellent customer service.
  • Ability to monitor, coach, and provide effective feedback to agents to meet performance metrics.
  • Strong computer skills and proficiency in Microsoft Office Suite.
  • Strong analytical and problem-solving skills.
  • Excellent written, verbal, and interpersonal communication skills.
Benefits
  • Competitive Salary: $40,000 - $50,000 a year.
  • 401K.
  • Paid time off.
  • Full Benefits.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination in compensation and employment opportunities against qualified individuals with disabilities.



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