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Customer Service Team Lead

2 months ago

Tempe, Arizona, United States Turnaround Welding Services Full time

Job Title: Customer Service Team Lead

Job Summary:

The Customer Service Team Lead supports and assists supervisors in the Customer Solutions Center (CSC) who oversee the Customer Service Representatives who provide primary/frontline telephone support for CSC contracted customers, vendors and technicians. This includes monitoring CSR performance, coaching CSRs with supervisor oversight and/or approval, and supporting Supervisors in order to meet or exceed customer performance standards.

Key Responsibilities:

  • Provide daily oversight and delegation of CSR critical tasks, including web-based work order dispatch, telephone work order requests, work order alarm screen monitoring, customer e-mailbox communication, work order follow-up and other tasks as necessary.
  • Provide overall department training on workflows and processes. Training may be in group setting or one-on-one. Lead must be confident and comfortable speaking in front of peers and taking ownership of new hire training success.
  • Coach CSRs in proper processes and procedures to ensure service delivery meets or exceeds customer performance standards. Continually coach, develop, assist, and support CSRs using positive encouragement and constructive feedback.
  • Monitor CSRs performance, call statistics and critical daily tasks to ensure optimal operational effectiveness and to ensure the CSC meets or exceeds customer performance standards.
  • Other duties as assigned.

Requirements:

  • Associate degree or equivalent leadership work experience.
  • 2 to 3 years of experience in a customer service/call center environment.
  • Experience with Office365, Excel and Project Management desired.
  • Professional, friendly demeanor with a customer-oriented attitude. Good communication and listening skills.
  • Ability to thrive in an unpredictable environment.
  • Ability to complete work accurately while under deadline pressure.
  • Demonstrated ability to manage telephone customer interactions and convey confidence while resolving customer issues.
  • Critical thinking and problem solving skills.
  • Open to change and able to accept constructive criticism and responsibility.
  • Demonstrated ability to organize and prioritize work to meet deadlines.
  • Must be willing and able to work remotely from home.