Customer Service Lead

4 days ago


Reno, Nevada, United States City of Reno Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Lead to join our team at the City of Reno. As a key member of our Reno Direct Call Center, you will be responsible for leading, training, and supervising a team of customer service representatives, ensuring exceptional customer service and resolving complex customer issues.

Key Responsibilities
  • Lead and supervise a team of customer service representatives, providing guidance and support to ensure excellent customer service.
  • Train and develop team members to improve their skills and knowledge, ensuring they are equipped to handle complex customer issues.
  • Monitor and evaluate team performance, identifying areas for improvement and implementing changes to enhance customer satisfaction.
  • Respond to customer inquiries and resolve complex issues in a timely and professional manner.
  • Collaborate with other departments to ensure seamless communication and resolve customer issues.
  • Develop and implement process improvements to enhance customer service and reduce wait times.
  • Manage and maintain accurate records and reports, providing regular updates to management.
Requirements
  • 3+ years of experience in customer service, preferably in a call center environment.
  • Proven track record of leading and supervising teams, with a focus on customer satisfaction.
  • Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders.
  • Ability to work in a fast-paced environment, with a focus on meeting customer needs and resolving complex issues.
  • Strong analytical and problem-solving skills, with the ability to identify and implement process improvements.
  • High school diploma or equivalent required, with a degree in a related field preferred.
What We Offer

The City of Reno offers a competitive salary and benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan. We also offer opportunities for professional growth and development, with a focus on employee satisfaction and well-being.



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