Support Team Lead
7 days ago
**Job Summary**
We are seeking a highly skilled Customer Service Supervisor to join our team at Gainwell Technologies. As a key member of our customer support team, you will be responsible for leading a team of customer service representatives and ensuring that our clients receive exceptional service.
**Key Responsibilities**
• Assist less experienced service center representatives in resolving complex customer inquiries
• Research and respond to complex customer inquiries in a timely manner
• Inform staff of service level issues and escalate issues to supervisor/manager to minimize corporate risk and enhance customer service experience
• Assist with establishing and obtaining goals for acceptable performance in accordance with client service agreements
• Provide occasional phone coverage when required
• Interface with team members, management, and customers in reference to customer service issues
• Review client reports on a weekly basis to ensure data integrity and prepare reports for management
• Supervise daily transactions to ensure policy and procedures are in accordance with service level agreement
• Assist supervisor/manager with day-to-day operations of the customer service area, including training and/or mentoring less experienced staff
• Recommend and/or initiate the selection and hiring of employees, train and evaluate employees to enhance their performance, development, and work product
• Address performance issues and make recommendations for personnel actions
**Requirements**
• Bachelor's degree or equivalent combination of education and experience
• Six or more years of customer service experience
• Two or more years of leadership experience
• Experience working with organizational functions and personnel
• Experience working with help desk software
• Good business and analytical problem-solving skills
• Strong communication skills
• Ability to work independently and follow oral and written directions
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