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Customer Solutions Team Lead
2 months ago
Customer Service Representative Lead
Job Category: Administrative Services
Job Summary:
The Customer Service Representative Lead plays a pivotal role in guiding and supporting the supervisors within the Customer Solutions Center (CSC). This position is essential for overseeing the Customer Service Representatives who deliver primary telephone support to our clients, vendors, and technicians. The Lead is responsible for monitoring performance, providing coaching, and assisting supervisors to ensure that customer service standards are not only met but exceeded.
Key Responsibilities:
- Oversee daily operations and delegate critical tasks to Customer Service Representatives, including managing web-based work order dispatch and handling telephone work order requests.
- Conduct training sessions on workflows and processes, ensuring that new hires are equipped with the necessary skills for success.
- Provide ongoing coaching to CSRs, focusing on adherence to processes and procedures to enhance service delivery.
- Monitor performance metrics and call statistics to ensure optimal operational effectiveness.
- Collaborate with supervisors to provide constructive feedback on CSR performance during reviews and assessments.
- Perform additional duties as assigned to support the overall goals of the department.
Qualifications:
- Associate degree or equivalent leadership experience.
- 2 to 3 years of experience in a customer service or call center environment.
- Familiarity with Office365, Excel, and Project Management tools is preferred.
- Possess a professional demeanor with a strong customer-oriented approach.
- Excellent communication and listening skills.
- Ability to adapt in a dynamic environment and make informed decisions under pressure.
- Strong critical thinking and problem-solving abilities.
- Willingness to accept feedback and take responsibility for personal development.
- Proven organizational skills to prioritize tasks effectively.
Work Environment:
This position requires the ability to work remotely from home.
Benefits:
We offer a competitive salary and a comprehensive benefits package, seeking individuals who possess the talent and skills necessary to contribute to our ongoing growth and success. We are an Equal Opportunity Employer, welcoming applicants from diverse backgrounds.
