Customer Service Team Lead

4 weeks ago


Grand Rapids, Michigan, United States Chervon North America Full time

Chervon North America is seeking a skilled Customer Service Team Lead to oversee and lead a team of customer service representatives in a fast-paced call center environment.

The ideal candidate will be responsible for managing day-to-day operations, ensuring high-quality customer service, achieving performance goals, and providing support, training, and coaching to customer service representatives.

Key responsibilities include:

  • Managing multiple customer service queues, ensuring efficient handling of inquiries
  • Conducting regular team meetings, one-on-one coaching sessions, and performance reviews
  • Handling escalated customer inquiries and complaints, ensuring timely and professional resolution
  • Monitoring call queues and service levels, ensuring the team meets brand service level agreements (SLAs)
  • Assisting in training programs to enhance customer service skills and knowledge of company products, policies, and procedures
  • Collaborating with cross-functional teams to ensure smooth execution of projects and tasks
  • Ability to analyze data and performance metrics to drive improvement
  • Proficiency in call center software and CRM systems
  • Project management and multi-tasking capabilities

Requirements include:

  • Bachelor's degree or minimum of 4 years of relevant experience
  • Working knowledge with CRM and Microsoft Office applications
  • Experience managing high volume call center activity through CTI and CRM statistics

Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, 401(k) and a competitive time off program.



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