Customer Service Team Lead

2 weeks ago


Schaumburg, Illinois, United States e Consulting Full time

The Customer Service Team Lead is responsible for guiding and monitoring a team of Customer Service agents to provide exceptional customer service to our consumers and servicing companies.

Key responsibilities include:

  • Providing an impeccable level of customer service to clients and servicing companies
  • Fielding and resolving escalated client calls, emails, and tickets
  • Working with the department manager to review department/team member KPI metrics and provide appropriate feedback to agents
  • Assisting the department manager with the preparation of Quarterly and Annual reviews
  • Providing recommendations to the department manager on process and procedure improvement as necessary

Maintaining composure and remaining conscious of our client's financial situation and the fast-paced needs of the servicing companies is essential for this role.

Excellent interpersonal skills, ability to build and maintain relationships with team members, clients, and consumers are required.

Independent, diligent self-starters who are comfortable taking on a high level of responsibility are encouraged to apply.



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