Customer Service Team Leader
2 weeks ago
About Education At Work
Education At Work is dedicated to empowering students from underserved backgrounds by providing them with high-quality job opportunities post-graduation through innovative work-based learning programs. Our mission is to equip students with the essential skills and experiences that are highly valued in today’s job market by offering meaningful employment.
Position Overview
We are seeking a motivated Customer Service Team Leader who is passionate about fostering a student-centered environment and committed to our mission. This role is essential in leading a team of talented individuals, ensuring they perform at their best while maintaining a positive company culture.
Key Responsibilities
- Supervise and mentor a team of 20-25 student customer service representatives.
- Act as an advocate for customers by assessing their needs and directing them to suitable resources.
- Monitor performance metrics and provide coaching to enhance quality, productivity, and compliance.
- Identify training needs and skill gaps within the team.
- Manage daily schedules and attendance for team members.
- Encourage and develop team members to surpass customer service objectives.
- Address escalated customer issues while balancing exceptional service with fiscal responsibility.
- Facilitate team meetings and coaching sessions to promote effective communication.
- Oversee timecards and payroll processes.
- Ensure that customers receive outstanding service at every interaction.
- Maintain a thorough understanding of company policies and procedures.
- Exhibit strong organizational and prioritization skills.
- Work both independently and collaboratively in a fast-paced setting.
- Be flexible to work various shifts, including some holidays.
- Perform additional duties as assigned by management.
Qualifications
- Bachelor’s or associate degree preferred.
- A minimum of 3 years of experience in a customer service or call center environment.
- Proven experience in managing customer escalations and delivering excellent service.
- Ability to monitor, coach, and provide constructive feedback to team members.
- Strong computer skills, particularly in Microsoft Office Suite.
- Excellent analytical and problem-solving abilities.
- Outstanding written, verbal, and interpersonal communication skills.
Compensation and Benefits
- Competitive salary range of $40,000 - $50,000 annually.
- 401K plan.
- Paid time off.
- Comprehensive benefits package.
Commitment to Diversity
Education At Work is an equal opportunity employer and values diversity in the workplace. We encourage applications from individuals of all backgrounds and experiences.
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