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Customer Service Team Lead

2 months ago

Miami Florida, United States CDR Companies Full time
Job Description

**Job Title:** Customer Service Team Lead

**Job Summary:** We are seeking a highly skilled Customer Service Team Lead to join our team at CDR Companies. The successful candidate will be responsible for assisting remote agents in providing exceptional customer service, handling daily concerns, and providing ongoing coaching and support.

Key Responsibilities:

  • Assist remote agents in answering questions, handling daily concerns, and providing support
  • Monitor agent progress, review unavailable status, and provide coaching opportunities to meet customer service KPIs
  • Assist in hiring, training, and coaching agents for career development
  • Provide disciplinary actions when necessary
  • Ensure excellent customer service is provided at all times
  • Schedule weekly/bi-weekly meetings with team members
  • Ability to multi-task in a fast-paced environment
  • Work in a flexible schedule as needed
  • Listen to calls to ensure Call Quality Standards are met
  • Complete IT escalation cases and daily call monitoring report within 72 hours or less
  • Ability to travel during disaster and/or deployment activation

Requirements:

  • Provide excellent customer service
  • Schedule weekly/bi-weekly meetings
  • Ability to multi-task in a fast-paced environment
  • Must be able to work in a flexible schedule as needed
  • Listen to calls to ensure Call Quality Standards are met
  • Complete IT escalation cases and daily call monitoring report within 72 hours or less
  • Must be able to travel during disaster and/or deployment activation