Support Team Lead

7 days ago


Flowood, Mississippi, United States Gainwell Technologies Full time

**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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