Customer Service Team Leader

2 weeks ago

Longmont, Colorado, United States ABC Legal Services Full time
About ABC Legal Services:

ABC Legal Services is a dynamic organization dedicated to transforming the legal services landscape. We specialize in providing efficient solutions for the creditor's rights sector, ensuring that our clients can access legal representation seamlessly through our innovative platform.

Position Overview:

The Customer Service Team Leader is responsible for guiding the daily functions of the customer service department. This role is pivotal in ensuring that our team delivers outstanding service, effectively resolves client concerns, and upholds a high standard of customer satisfaction. The position includes mentoring, coaching, and overseeing customer service agents to meet performance objectives and comply with organizational guidelines. This is a full-time, in-office role.
Key Responsibilities:
  1. Team Leadership:
    • Manage and support a team of customer service agents.
    • Evaluate team performance and provide constructive feedback.
    • Conduct performance reviews and handle disciplinary measures when required.
  2. Client Relations:
    • Address escalated client inquiries and offer solutions.
    • Ensure adherence to customer service protocols and standards.
    • Maintain elevated levels of client satisfaction through effective team oversight.
  3. Training and Development:
    • Onboard new customer service agents.
    • Create and implement ongoing training initiatives to enhance product knowledge and customer service skills.
  4. Quality Control:
    • Assess and review the quality of customer service interactions.
    • Initiate enhancements based on client feedback and quality assessments.
    • Ensure compliance with company policies and standards.
  5. Data Analysis:
    • Compile and analyze reports on team performance, client feedback, and service metrics.
    • Identify trends and areas for enhancement.
    • Provide insights and recommendations to upper management.
  6. Process Optimization:
    • Identify and implement strategies to improve efficiency and client satisfaction.
    • Collaborate with other departments to resolve systemic challenges.
Qualifications:
  • 2-3 years of supervisory experience.
  • Management experience in a software as a service (SAAS) environment or legal firm preferred.
  • Proven background in customer service.
  • Demonstrated technical proficiency.
  • Experience with data analysis is a plus.
  • History of building a successful, goal-oriented team.
  • Proven success in personnel management and training.
  • Able to manage multiple tasks in a fast-paced environment.
  • Exceptional verbal and written communication skills, including the ability to deliver organizational presentations.
Compensation and Benefits:
  • Salary: Competitive salary range with performance bonuses.
  • Comprehensive Health Insurance - Medical, Dental, Vision, FSA.
  • 401(k) plan with company match.
  • Generous Paid Time Off and Holidays.
ABC Legal Services is committed to fostering a diverse workplace and is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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