Customer Service Team Lead

5 days ago


Houston, Texas, United States ChaseSource Full time
Job Overview
In a fast-paced contact center environment, we are seeking a skilled Cashier Services Supervisor to join our team at ChaseSource. As a key member of our leadership team, you will be responsible for overseeing the daily operations of the call center, ensuring that our customers receive exceptional service and support.

About the Role
This is a full-time position that requires a minimum of 4 years of experience working in a call-center environment, with a proven track record of success in customer service and supervision. You will be responsible for managing a team of customer service representatives, providing coaching and feedback to ensure they meet or exceed performance goals. Additionally, you will be required to handle escalated calls, prepare and deliver performance reviews, and collaborate with management to recommend disciplinary actions when necessary.

Responsibilities
  • Manage and supervise a team of customer service representatives to ensure exceptional service delivery and quality.
  • Handle escalated calls and provide solutions to complex customer issues.
  • Prepare and deliver performance reviews, coaching, and feedback to employees.
  • Collaborate with management to develop and implement policies and procedures.
  • Monitor and analyze customer satisfaction metrics to identify areas for improvement.

Requirements
  • Bachelor's degree or equivalent from an accredited institution.
  • Minimum 4 years of experience in a customer service or supervisory role.
  • Proven track record of success in customer service and supervision.
  • Excellent communication, problem-solving, and conflict resolution skills.
  • Able to work well under pressure in a fast-paced environment.

Salary Range
$60,000 - $80,000 per year.

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