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Call Center Team Lead

2 months ago

Olympia, Washington, United States Olympic Plumbing Technology LLC Full time
About Olympic Plumbing Technology LLC

We are a family-owned, premier, and full-service provider of plumbing and drain cleaning services. Our goal is to provide our customers with the highest quality plumbing solutions and a true 5-star experience.

Job Summary

We are seeking a highly motivated and experienced Call Center Team Lead to join our growing team. As a Call Center Team Lead, you will be responsible for leading and motivating a team of customer service representatives, ensuring that they meet and exceed customer satisfaction goals.

Key Responsibilities
  • Team Leadership: Lead and motivate a team of customer service representatives to achieve customer satisfaction goals.
  • Customer Service: Respond to customer inquiries and resolve issues in a timely and professional manner.
  • Call Center Operations: Manage call center operations, including scheduling, training, and performance evaluation of team members.
  • Quality Assurance: Ensure that all customer interactions meet quality standards and are documented accordingly.
  • Reporting and Analytics: Analyze call center metrics and provide regular reports to management on team performance.
Requirements
  • Experience: 3-5 years of experience in a call center environment, with a proven track record of leadership and customer service.
  • Leadership Skills: Proven ability to lead and motivate a team, with strong communication and interpersonal skills.
  • Customer Service Skills: Strong customer service skills, with the ability to resolve customer complaints and issues in a timely and professional manner.
  • Technical Skills: Strong computer skills, with experience in call center software and technology.
What We Offer
  • Competitive Pay: Competitive hourly rate, plus bonus potential.
  • Benefits: 100% medical coverage, dental insurance, and a 401(k) plan with a company match.
  • Training and Development: Opportunities for training and development, including leadership and customer service training.