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Customer Success Team Lead
2 months ago
At Fivestars, we're on a mission to help local businesses thrive by turning every transaction into a relationship. As a Customer Care Team Lead, you'll play a critical role in ensuring our customers receive world-class service and support.
Key Responsibilities:
- Lead daily activities of the team to ensure all work is completed according to scheduled deadlines, with attention to quality standards, priorities, and overall goals
- Serve as a resource for team members, based on a strong working knowledge of the team's responsibilities, goals, and associates' individual development plans and training needs
- Monitor associate/client interactions utilizing the quality monitoring system and evaluate calls to ensure that world-class service is being delivered based on the guidelines provided
- Oversee the use of standard process workflows by team
- Coach, train, and mentor team members and identify development needs, working with Leadership to coordinate additional training as needed
- Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
- Provide feedback on the individual performance of representatives to leadership
- Provide direct feedback to representatives on areas of opportunities to enhance the services provided to the client
- Utilize sound judgment to escalate issues that may require the intervention of the Manager
- Analyze team statistics and prepare reports and dashboards via Excel and Salesforce
- Participate in projects, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed
Requirements:
- Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
- Excellent collaboration, organizational, time management, customer service, and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
- Ability to work and thrive in a team environment, focused on achieving results
- Ability to maintain cooperative working relationships with all levels of management
- Ability to assess team members' performance and provide motivational support
- Ability to work both independently and as part of a team
- Strong relationship building skills
- Ability to recognize basic procedural/performance issues as they arise and escalate to the appropriate level
- Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations
- A hustler with a good old-fashioned work ethic, day in and day out. You take initiative and ownership to see things through to completion.
What We Offer:
- 4 weeks of annual PTO plus 10 paid holidays
- Medical, Dental, and Vision benefits, along with too many to list
- Career Coaching & Development
- 401(K) Retirement Plan and Paid Parental leave
- Benefits that holistically support your physical, emotional, and financial wellbeing
Fivestars is an equal opportunity employer.
