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Customer Service Team Lead

2 months ago

Ashburn, Virginia, United States Harris Teeter Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Harris Teeter. As a key member of our Customer Service Department, you will be responsible for supervising and coordinating the activities of our customer service associates, ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Supervise and Coordinate Customer Service Associates: Provide guidance, training, and feedback to our customer service associates to ensure they are equipped to provide excellent service to our customers.
  • Manage Customer Service Operations: Oversee the day-to-day operations of the customer service department, including managing customer complaints, resolving issues, and implementing process improvements.
  • Develop and Implement Customer Service Strategies: Work with our management team to develop and implement customer service strategies that align with our company's goals and objectives.
  • Monitor and Analyze Customer Service Metrics: Track and analyze customer service metrics, including customer satisfaction scores, to identify areas for improvement and implement changes as needed.
Requirements
  • High School Diploma or Equivalent: A high school diploma or equivalent is required. A degree in a related field, such as business or hospitality, is preferred.
  • Customer Service Experience: A minimum of 1-3 years of experience in a customer service role, preferably in a retail or hospitality environment.
  • Leadership and Supervisory Experience: Proven leadership and supervisory experience, with a track record of successfully managing teams and achieving results.
  • Excellent Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to effectively interact with customers, associates, and management.
Preferred Qualifications
  • Customer Service Certification: A customer service certification, such as the Certified Customer Service Representative (CCSR) designation, is preferred.
  • Experience with Customer Service Software: Experience with customer service software, such as CRM systems, is preferred.