Customer Service Lead

2 days ago


Lawrence, Kansas, United States Capfed Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Lead to join our team at Capfed. As a key member of our Call Center, you will be responsible for providing exceptional customer service, resolving customer complaints, and leading a team of Customer Service Representatives.

Key Responsibilities
  • Provide direct support services to customers, resolving their queries and concerns in a timely and professional manner.
  • Lead and manage a team of Customer Service Representatives, providing guidance, coaching, and training to ensure they have the skills and knowledge to deliver excellent customer service.
  • Develop and implement service recovery strategies to resolve customer complaints and improve customer satisfaction.
  • Monitor and analyze customer feedback, identifying areas for improvement and implementing changes to enhance the customer experience.
  • Collaborate with other departments to ensure seamless communication and coordination, resulting in improved customer service and reduced complaints.
Requirements
  • Minimum of three years of experience in a customer-facing role, preferably in a call center environment.
  • Proven track record of delivering exceptional customer service and resolving customer complaints.
  • Strong leadership and management skills, with the ability to motivate and develop a team.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
What We Offer

As a Customer Service Lead at Capfed, you will have the opportunity to work in a dynamic and supportive team environment, with a focus on delivering exceptional customer service and improving customer satisfaction. We offer a competitive salary and benefits package, as well as opportunities for professional development and growth.



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