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Customer Service Team Leader

2 months ago

Stanton, California, United States CR&R Incorporated Full time

CR&R Incorporated stands as a leader in the environmental collection sector, catering to a vast clientele across multiple regions. Our commitment to excellence is reflected in our service to over 3 million residents and 25,000 businesses.

The role of Customer Service Team Leader is pivotal in fostering the growth and motivation of our customer service personnel. This position demands a comprehensive understanding of our operational guidelines to guarantee the provision of exceptional customer support.

Key Responsibilities:

  • Oversee real-time monitoring of agent activities to provide necessary support and ensure optimal phone coverage to meet service objectives.
  • Respond promptly to all urgent communications.
  • Manage escalated customer inquiries effectively.
  • Assist agents in queues as needed to uphold service standards.
  • Review departmental communications to ensure professionalism and efficiency, identifying areas for improvement.
  • Facilitate ongoing training and development for customer service representatives to handle diverse call types.
  • Recognize regional variances with the aim of standardizing procedures across different areas.
  • Implement recognition and reward initiatives to cultivate a positive workplace atmosphere.
  • Encourage feedback from the customer service team to gauge satisfaction levels and relay insights to management.
  • Monitor attendance and enforce company policies, including disciplinary actions when necessary.
  • Conduct annual performance evaluations.
  • Manage departmental reporting and undertake additional responsibilities as assigned.
  • Support efforts to achieve a departmental scorecard rating of 90% or higher.
  • Conduct quality monitoring sessions as required.
  • Provide monthly coaching to all team members.
  • Review and authorize sales adjustments made by customer service representatives.

Qualifications:

  • 5 years of experience in supervising customer service teams.
  • Strong communication skills, both verbal and written, with a solid understanding of industry practices.
  • Self-motivated and capable of managing multiple tasks with effective time management.
  • High School diploma or equivalent qualification.
  • Ability to mentor and guide individuals towards achieving their goals.
  • Bilingual proficiency in Spanish is advantageous.

EEO Statement:

CR&R is an equal opportunity employer. All qualified candidates will be considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.