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Customer Support Team Lead

2 months ago

Willowbrook, California, United States Permaseal Full time

POSITION SUMMARY:

The Customer Support Team Lead is instrumental in enhancing the operations of the customer support division and ensuring outstanding service delivery. This role entails assisting the Customer Support Manager in supervising daily activities, addressing customer inquiries, and guiding a team of support representatives. The Team Lead works closely with the Customer Support Manager to uphold superior service standards and customer satisfaction.

ESSENTIAL JOB FUNCTIONS:

  • Support in directing and mentoring the customer support team, ensuring they deliver timely and effective assistance to clients.
  • Engage with customers to resolve inquiries, tackle issues, and offer solutions, guaranteeing a favorable experience.
  • Provide coaching, guidance, and support to customer support representatives, fostering skill enhancement and team unity.
  • Evaluate customer interactions and feedback to ensure high service quality and compliance with company standards.
  • Assist in managing escalated customer concerns, striving to resolve complaints and complex situations swiftly.
  • Maintain effective communication with customers, team members, and other departments to ensure smooth service delivery.
  • Help in generating reports and performance metrics related to customer interactions, service levels, and team effectiveness.
  • Identify opportunities to improve customer support processes, streamline workflows, and enhance efficiency.
  • Assist in onboarding new customer support representatives, ensuring they are well-versed in products, services, and procedures.
  • Collaborate with cross-functional teams to share customer insights and contribute to customer-focused strategies.
NECESSARY KNOWLEDGE, SKILLS, ABILITIES, AND OTHER CHARACTERISTICS:
  • High School Diploma or equivalent.
  • Strong understanding of customer service principles, best practices, and strategies.
  • Ability to lead and inspire a team, delegate responsibilities, and provide constructive feedback.
  • Proficient in analyzing customer issues and determining effective solutions.
  • Excellent verbal and written communication skills for effective interaction with customers and team members.
  • Demonstrated ability to understand and empathize with customer concerns.
  • Familiarity with customer relationship management (CRM) systems and relevant software.
  • Effective time-management skills to prioritize tasks and meet customer needs promptly.
  • Meticulous in maintaining accurate customer records and documenting interactions.
  • Willingness to adapt to changing customer demands and organizational needs.
  • Ability to work harmoniously within a team and collaborate across departments.
  • Skill in addressing customer complaints and resolving conflicts with professionalism.
NOTICE:

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this position. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of this position. All employees are requested to follow any other job-related instructions and to perform any other job-related duties as requested by their supervisor. Employees may also be required to work in excess of normal working hours as workloads and seasonal activities necessitate. This document is subject to change at any time without notice.

As an Equal Opportunity Employer, we are committed to building a diverse organization.