Customer Service Team Lead

5 days ago


Philadelphia, Pennsylvania, United States Almo Corporation Full time
Job Summary:

We are seeking a highly skilled and experienced Customer Service Team Lead to oversee the daily activities of our customer service team at Almo Corporation. As a key member of our team, you will be responsible for ensuring the highest level of customer satisfaction and delivering exceptional service to our dealers and sales team.

About the Role:
  • Oversight of daily operations: Ensure seamless day-to-day operations of the customer service team.
  • Customer Advice and Escalation: Provide guidance to customers on service-related issues and escalate concerns as needed.
  • Problem Solving: Respond to customer inquiries and resolve problems in a professional, effective, and timely manner.
  • Staff Management: Interview, hire, train, and supervise customer service staff.
  • Performance Coaching: Coach the customer service team to achieve high performance standards.
  • Strategic Planning: Support and implement strategic plans for the customer service department to align with corporate goals.
Responsibilities:
  • Direct assigned customer service activities and set performance goals.
  • Maintain an in-depth working knowledge of Almo's systems and processes.
  • Develop and implement policies and procedures for efficient customer service operations.
  • Measure and evaluate customer service representative performance.
  • Provide feedback on service failures or customer concerns.
Requirements:
  • Bachelor's degree preferred, but not required.
  • At least 3 years of experience in sales and/or sales support environments.
  • Familiarity with incident management, problem management, and knowledge base tools.
  • Demonstrated ability to lead and communicate effectively with staff at all levels.
  • Excellent communication skills (written and verbal) and interpersonal collaboration skills.
Benefits:
  • A competitive salary range of $60,000 - $80,000 per year.
  • An equal opportunity employer committed to diversity and inclusion.
About Us:

Almo is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.



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