Senior Customer Service Lead

2 weeks ago

Pleasanton, California, United States Alameda County Sheriff Full time

Position Overview

The Alameda County Sheriff’s Office is seeking a dedicated and experienced Senior Customer Service Lead to oversee and enhance our customer service operations. This role is pivotal in ensuring effective communication and support for our community.

Key Responsibilities

  • Provide leadership and direction to customer service representatives in a busy contact center environment.
  • Handle escalated inquiries and resolve complex customer issues with professionalism and efficiency.
  • Develop and implement policies and procedures to improve service delivery.
  • Facilitate training sessions and performance evaluations for customer service staff.
  • Monitor and assess team performance to ensure the highest standards of service are met.

Ideal Candidate Profile

The ideal candidate will possess:

  • Exceptional interpersonal skills to engage effectively with individuals from diverse backgrounds.
  • The ability to maintain composure and deliver results in a fast-paced environment.
  • Strong analytical skills to evaluate customer interactions and implement improvements.
  • Experience in training and mentoring team members to achieve their full potential.

Qualifications

Applicants should have:

  • A high school diploma or equivalent.
  • Significant experience in customer service, preferably in a supervisory role.
  • Proficiency in modern office software and customer relationship management systems.

Special Requirements

Candidates must demonstrate a typing proficiency of at least 40 words per minute and undergo a thorough background investigation as part of the hiring process.

This position plays a crucial role in supporting the mission of the Alameda County Sheriff’s Office by ensuring that all community members receive the assistance they need with respect and efficiency.

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