Customer Relations Agent Lead

1 week ago

Tehachapi, California, United States Race Telecommunications LLC Full time
Job Description

Job Title: Customer Relations Agent Lead

Classification: Full-Time, Non-Exempt, At-Will

Reports to: Customer Support Manager

Department: Customer Support

Job Summary:

We are seeking a highly skilled and experienced Customer Relations Agent Lead to join our team at Race Telecommunications LLC. As a key member of our customer support team, you will be responsible for ensuring that our customers receive prompt and courteous service, managing and resolving escalating customer issues, and identifying opportunities to improve customer satisfaction.

Key Responsibilities:

  • Team Leadership and Support:
    • Support a team of customer relations agents, providing coaching, training, and mentoring as needed.
    • Act as liaison between customer relations agent team and customer support management.
    • Lead by example and follow guidelines and policies outlined in the company handbook.
  • Metrics Analysis and Improvement:
    • Help management to monitor and analyze customer support metrics, identifying opportunities for improvement and implementing strategies to enhance customer satisfaction.
  • Issue Resolution and Relationship Management:
    • Respond to and resolve escalated customer issues, ensuring that customers receive prompt and courteous service.
    • Develop and maintain strong relationships with key customers, serving as their primary point of contact for support-related issues.
  • Collaboration and Strategy Development:
    • Work closely with cross-functional teams to develop and implement customer support strategies and initiatives.
    • At the direction of management, help to manage customer support projects and initiatives, ensuring that they are completed on time and within budget.
  • Policy and Procedure Management:
    • Develop and maintain customer support policies and procedures, ensuring that they are up-to-date and aligned with best practices.
  • Project Management and Ticketing Monitoring:
    • At the direction of management, help to manage customer support projects and initiatives, ensuring that they are completed on time and within budget.
    • Monitor customer support tickets to ensure that customer issues are resolved in a timely and efficient manner.
  • Customer Interaction and Field Support:
    • During times of high interaction volume, take direct customer interactions to assist the customer relations agent team and ensure customers receive timely service.
    • When needed, assist customer relations agent team with support of field technicians completing on-site installs and troubleshooting.

Requirements:

  • Eligibility for US Employment without sponsorship.
  • Minimum of 18 years of age.
  • Valid CA driver's license is required.
  • Spanish bilingual skills are desirable.
  • 2+ years of experience in customer support, with a focus on managing customer support teams.
  • Experience with customer support software and tools, such as Zendesk or Salesforce is a plus.
  • Familiarity with customer support metrics and analytics, such as Net Promoter Score (NPS).
  • Track record of successfully managing multiple priorities and meeting 95% of deadlines consistently over the 12 months.
  • Track record of resolving 90% of complex customer issues within 24 hours, leading to a 15% increase in customer satisfaction.
  • Thorough knowledge of customer service best practices and strategies, with a proven track record of implementing effective solutions.
  • The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication.
  • Proficiency in Spanish Language is a plus.

Skills:

  • Proficient use of MS Office applications including Teams, Word, and Excel.
  • Functional use of common office equipment, computers, and office software.
  • Strong time management skills, with the ability to manage priorities and workflow.
  • Commitment to accuracy and high standards for quality of work.
  • Ability to work with all levels of team members and management.
  • Excellent problem resolution and customer service skills.
  • Ability to deal effectively with a diversity of individuals at all organizational levels.
  • Strong organizational skills that reflect ability to perform and prioritize multiple tasks seamlessly with excellent attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to work on complex projects with general direction and minimal guidance.
  • Versatility, flexibility, and willingness to work within constantly changing priorities with a sense of urgency.
  • Good judgment with the ability to make timely and sound decisions.
  • Highly resourceful team-player, with the ability to also be extremely effective independently.
  • Ability to effectively present information and respond to questions.

Benefits:

  • 100% Employer-paid medical, dental, vision, and life for all our employees.
  • 401(k) with 100% Employer-matched up to 4% of your annual income.
  • Generous paid time off including sick, vacation, holiday and birthday pay.
  • Company-provided equipment including uniforms, safety, tools, vehicle, and tech.
  • Free Race TV, high-speed internet, cable, and phone service where available.
  • Working as part of our diverse team that fosters a culture of appreciation and collaboration, where every member is valued as an integral part of our success.

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