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Customer Support Team Leader

2 months ago

Janesville, Wisconsin, United States Gainwell Technologies Full time

Customer Support Team Leader

Overview:

Gainwell Technologies is seeking a dedicated Customer Support Team Leader to oversee our service center operations. This role is essential in ensuring our team delivers exceptional service to our clients.

Key Responsibilities:

  • Guide and mentor junior service center representatives in addressing intricate customer inquiries.
  • Conduct thorough research on complex customer issues and provide timely responses to relevant stakeholders.
  • Communicate service level challenges to the team and escalate critical issues to management to mitigate corporate risk and enhance the customer experience.
  • Assist in setting and achieving performance objectives in alignment with client service agreements.
  • Provide backup phone support as necessary.
  • Collaborate with team members, management, and clients regarding customer service matters.
  • Review client reports weekly to ensure data accuracy and submit findings to management.
  • Supervise daily operations to ensure compliance with established policies and service level agreements.
  • Support the supervisor/manager in the daily management of the customer service department, including training and mentoring less experienced staff.
  • Participate in the recruitment process by recommending and initiating the hiring of new employees.
  • Train and assess employee performance to foster development and improve work quality.
  • Address performance-related issues and propose personnel actions as needed.
  • Make recommendations for salary adjustments, transfers, and terminations to management.

Basic Qualifications:

  • Bachelor's degree or an equivalent combination of education and experience.
  • Preferred degree in business management or a related field.
  • A minimum of six years of experience in customer service.
  • At least two years of leadership experience.
  • Familiarity with organizational functions and personnel management.
  • Proficient in using fax machines, computer software, and telephone technology.
  • Experience with help desk software.

Other Qualifications:

  • Strong analytical and problem-solving abilities.
  • Excellent communication skills.
  • Ability to work independently and follow directions effectively.

Work Environment:

Office-based role with potential for shift work.

Conclusion:

If you are passionate about leading a team and enhancing customer service experiences, we encourage you to consider this opportunity with Gainwell Technologies.