Customer Success Team Lead

6 days ago

Alexandria, Virginia, United States Equahire Full time

Customer Success Manager

At Equahire, we're seeking a skilled Customer Success Manager to lead our team of Customer Success Representatives (CSRs) and Dispatch Success Representatives (DSRs). This role is responsible for building long-lasting relationships with our customers, expanding our customer base, and meeting company goals through exceptional service delivery.

Key Responsibilities:

  • Provide guidance and leadership to team members to achieve effective communication, problem-solving, and efficient processes.
  • Recruit, develop, train, and mentor CSRs/DSRs in superior customer service for internal and external customers.
  • Hold bi-weekly team meetings to foster team building and open dialogue.
  • Attend and participate in monthly department meetings to discuss staff development and customer service refinement suggestions.
  • Coordinate and train company personnel to meet performance objectives and customer expectations.
  • Identify new opportunities with existing clients through up-selling and cross-selling.
  • Manage and resolve conflicts with clients in a timely and efficient manner.
  • Make periodic follow-up calls to customers to measure satisfaction and gather feedback.
  • Communicate customer issues and concerns to internal staff members.
  • Responsible for staff scheduling, including work assignments, training, vacations, employee breaks, overtime assignments, and shift rotations.
  • Review daily work orders for further development and training of CSR staff.
  • Review recorded customer interactions for training opportunities.
  • Determine when a customer's needs require escalation.
  • Document all contact, actions, and responses in customer notes.
  • Maintain a working knowledge of products and/or services.
  • Establish productive relationships with key account personnel.
  • Prepare reports and correspondence as needed.
  • Exhibit exemplary customer service at all times.

Requirements:

  • Minimum of five years' related experience and/or training in customer service within a service industry, or equivalent combination of education and experience.
  • Knowledge of the industry is recommended but not required.
  • High School Diploma or Equivalent.
  • Proficient computer skills, including Microsoft Outlook, Word, and Excel, as well as standard office equipment.
  • Ability to multi-task and be well-organized; able to manage priorities and workflow.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Commitment to excellence and high standards.
  • Ability to work independently and as a team member.
  • Ability to understand and follow written and verbal instructions.
  • Acute attention to detail.
  • Versatility, flexibility, and willingness to work within constantly changing priorities with enthusiasm.
  • Ability to perform diversified clerical functions.
  • Ability to effectively communicate with people at all levels and from various backgrounds.

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