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Customer Service Team Lead

2 months ago

Franklin, Tennessee, United States Mitsubishi Motors North America Full time

About the Role

Mitsubishi Motors North America is seeking a highly motivated and experienced Team Lead to manage a small team of customer service representatives and provide exceptional customer service to inbound callers.

Key Responsibilities

  • Oversee a small team of Customer Relations Representatives, providing guidance and training, and coordinates/monitors daily work assignments
  • Monitor and evaluate customer interactions to ensure exceptional quality service through telephone and written contact with customers
  • Coordinate intra-day scheduling exceptions and ensure adherence to schedules
  • Monitor individual Customer Relations Representative performance and provide feedback to assist individuals with continued contact handling skill development
  • Resolve escalated customer service issues and assist customers personally by responding to inbound calls, correspondence, or emails
  • Perform other call center duties as needed

Requirements

  • 2-4 years previous Inbound Call Center experience
  • 1-2 years previous training/leadership experience in a customer service environment
  • Strong communication and customer service skills
  • Ability to handle heavy volumes, use good judgment and decision making practices