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Customer Service Team Leader

2 months ago

Cameron, Wisconsin, United States Mosaic Technologies Full time
Job Overview

Position Title: Customer Experience Supervisor

Mosaic Technologies is a prominent provider of communication solutions, dedicated to enhancing the lives of families and businesses through exceptional service. Our commitment to teamwork, reliability, and innovation drives our success in delivering advanced and affordable technology services.

The Customer Experience Supervisor plays a vital role in meeting organizational objectives by overseeing, guiding, and training the Customer Experience Specialists. This position is instrumental in ensuring outstanding customer service and contributing to the growth of company revenue.

Key Responsibilities:

  • Lead and develop a team of Customer Experience Specialists in a sales-driven environment.
  • Formulate and execute strategies aimed at surpassing growth targets.
  • Analyze sales performance metrics to pinpoint areas for enhancement.
  • Conduct regular training and coaching sessions to elevate team skills and performance.
  • Manage and report on team metrics through call center operations.
  • Address customer feedback and resolve escalated issues to maintain an exceptional customer experience.

Essential Skills:

  • Effective communication with customers and colleagues.
  • Proficiency in computer-based applications.
  • Strong listening and observational skills.

Why Choose Mosaic Technologies?

  • Over 65 years of experience in connecting people through voice, video, and internet.
  • Steady growth focused on delivering quality services.
  • A non-profit organization prioritizing cooperative and customer interests.
  • Safety is paramount in all roles.
  • Comprehensive benefits package including medical, dental, vision, 401(k), generous PTO, and discounted services from day one.

Candidate Profile:

  • A desire to excel in a collaborative environment.
  • Enthusiasm for tackling new challenges and adapting to evolving technology.
  • A commitment to exceeding expectations.
  • A drive to lead a team towards achieving key performance metrics.
  • A belief in the importance of individual contributions to collective success.
  • A passion for making a positive impact through work.

Qualifications:

  • Bachelor’s degree in business administration, marketing, communications, or relevant experience.
  • At least 5 years of experience in sales and/or customer service.
  • Minimum of 2 years in a supervisory capacity.
  • Experience in the telecommunications sector is advantageous.
  • Understanding and adherence to job requirements and safety protocols.
  • A willingness to go the extra mile to ensure the best customer experience.

Mosaic Technologies is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace.