Customer Service Lead

2 days ago


Philadelphia, Pennsylvania, United States U.S. Facilities, Inc. Full time

Job Title: Customer Service Lead

About Us: As one of the nation's premier minority-owned companies, we are a high-performance provider of business process solutions and infrastructure support services to government and commercial markets.

We are seeking a highly motivated Customer Service Lead to join our team. The successful candidate will be responsible for assisting the Supervisor and coordinating activities of the Call Center Department. This is an exciting opportunity to work with a dynamic team and contribute to the success of our organization.

Key Responsibilities:

  • Assist the Supervisor and coordinate activities of the Call Center Department
  • Communicate daily updates to management
  • Assist with preparation of work schedule to expedite workflow
  • Follow up on requests from Clients
  • Assign duties and examine work for accuracy
  • Assist with completing monthly attendance reports
  • Ensure Quality standards daily
  • Complete Quality control measure daily
  • Participate in new hire training
  • Participate with implementation of new procedures/train staff
  • Responsible for development/activities to ensure positive staff morale
  • Exhibit a positive and professional attitude at all times
  • Perform responsibilities efficiently and effectively
  • Maintain departmental standards
  • Forward escalation situations on behalf of citizens to customer care department/client(s)
  • Schedule hearings for citizens
  • Respond to inquiries regarding all clients
  • Able to perform multiple tasks within the department
  • Must maintain a high level of confidentiality, informational accuracy, and production

Requirements:

  • Excellent communications skills with the ability to speak clearly and accurately respond to citizens
  • Ability of effectively communicate in a courteous and professional manner
  • Ability to learn and apply knowledge accordingly
  • Must be reliable, on time and in attendance on a daily basis

Availability:

The ideal candidate must be available to work between the hours of 8:00am and 5:00pm, Monday - Friday and the last Saturday of each month between 9:00am and 12:00pm.

Estimated Salary: $40,000 - $60,000 per year, based on experience and qualifications.

This is a full-time position, offering a competitive salary and benefits package. If you are a motivated and organized individual who is passionate about providing exceptional customer service, we encourage you to apply.



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