Customer Service Team Lead

2 weeks ago

Kennebunk, Maine, United States Kennebunk Savings Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Kennebunk Savings. The successful candidate will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service and support.

Key Responsibilities
  • Customer Satisfaction and Problem Resolution
    • Ensure that customer complaints and issues are resolved in a timely and professional manner
    • Develop and implement processes to improve customer satisfaction and loyalty
  • Daily Operations of a Customer Care Team
    • Manage and coordinate the daily activities of a team of customer service representatives
    • Develop and implement processes to improve team productivity and efficiency
  • Quality Assurance and Resource Management
    • Develop and implement quality assurance processes to ensure that customer service representatives are meeting performance standards
    • Manage and coordinate resources to meet department budget and goals
  • Supervisory Responsibilities
    • Train, motivate, and provide performance feedback to customer service representatives
    • Exhibit strong leadership and create a positive work environment
Requirements
  • Education
    • High school or General Education Diploma
  • Experience
    • 3+ years of banking sales and service experience
    • Experience in a professional, service-focused, and fast-paced environment
  • Skills and Abilities
    • Strong leadership and communication skills
    • Ability to motivate and train customer service representatives
    • Proficient in Microsoft Office Products
    • Tech-savvy with knowledge of telephone equipment and relevant computer programs
Working Conditions

The physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards. Dexterity of hands and fingers to operate a computer and other office equipment. Lifting and moving of moderately heavy objects on occasion. Normally seated for extended periods of time.

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