Customer Service Lead

2 weeks ago

Dover, Delaware, United States TransCore Full time

Job Summary:

TransCore, a leading provider of transportation solutions, is seeking a highly skilled Customer Service Lead to join our team in a dynamic role. As a key member of our customer service team, you will be responsible for assisting customer service representatives in resolving customer inquiries and issues, while also providing guidance and support to ensure exceptional customer experiences.

Key Responsibilities:

  • Assist customer service representatives in resolving customer inquiries and issues in a timely and professional manner.
  • Provide guidance and support to customer service representatives to ensure they have the necessary tools and resources to deliver exceptional customer experiences.
  • Monitor and track customer service metrics to identify areas for improvement and implement process changes as needed.
  • Collaborate with the customer service supervisor to develop and implement customer service strategies and initiatives.
  • Provide training and coaching to customer service representatives to ensure they have the necessary skills and knowledge to deliver exceptional customer experiences.
  • Assist in the creation of performance reviews and provide feedback to customer service representatives to help them improve their performance.
  • Monitor and manage customer service staff to ensure they are meeting or exceeding performance expectations.
  • Perform other duties as assigned by the customer service supervisor.

Requirements:

  • 2-4 years of experience in a customer service or related role.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.
  • Strong problem-solving and analytical skills.
  • Ability to work effectively in a team environment.
  • High school diploma or equivalent required.

Preferred Qualifications:

  • Bilingual in English and Spanish.
  • Experience working in a call center or customer service environment.

Work Environment:

TransCore is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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