Customer Service Team Lead

3 weeks ago


New York, New York, United States Fidelity Payment Services Full time
Customer Service Manager

Fidelity Payment Services is seeking a seasoned Customer Service Manager to lead our Customer Service Team in delivering exceptional service to merchants. As a key member of our team, you will be responsible for managing and mentoring a team of Customer Service Representatives, ensuring they follow company policies and procedures.

Key Responsibilities:

  • Manage and mentor a team of Customer Service Representatives to ensure high-quality customer service delivery.
  • Train representatives on procedures and document team member roles and responsibilities.
  • Manage the customer service queue, monitoring, assigning, and answering incoming calls and emails daily.
  • Document customer issues using current online information management systems and third-party tools.
  • Escalate and oversee customer service issues, ensuring timely reporting and follow-up.
  • Build and maintain knowledge sources and training materials for inter and intra-departmental training.
  • Act as liaison between merchants and internal departments to communicate, research, and investigate client issues.
  • Analyze data and workflows to determine root causes and make recommendations for resolution.
  • Review workforce capacity and utilization, ensuring appropriate coverage schedules and analyzing inbound and outbound call and ticket communication volumes.
  • Address and resolve conflicts arising from scheduling and time-off requests.

Requirements and Qualifications:

  • High school diploma or equivalent, with some Bachelor's or Associate's work preferred.
  • Two years of customer service leadership experience, with 3+ years' experience preferred.
  • Proficient keyboard and computer skills, especially Microsoft Office applications.
  • Excellent written and spoken communication skills.
  • Strong problem-solving and negotiation skills, with the ability to handle difficult customer calls.
  • Ability to identify and resolve/escalate complex problems.
  • Proven commitment to high-quality customer service and a customer-first approach to problem solving.
  • Efficient time management skills to maximize the number of merchants assisted while maintaining a high level of detail in notes and follow-up.


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