Customer Service Team Lead

4 weeks ago

Renton, Washington, United States Ej Silvers - State Farm Agent Full time
Job Summary

The Customer Service Team Lead is responsible for leading and managing the customer service team to deliver exceptional service and support to clients. This role involves developing customer service policies, training staff, handling complex customer issues, and ensuring compliance with industry regulations.

Key Responsibilities
  • Team Leadership and Development:
    • Recruit, train, and mentor customer service representatives.
    • Conduct regular performance evaluations and provide feedback.
    • Foster a positive and productive work environment.
  • Customer Service Operations:
    • Develop and implement customer service policies and procedures.
    • Monitor and analyze customer service metrics to ensure goals are met.
    • Handle escalated customer issues and complaints in a timely manner.
  • Quality Assurance:
    • Ensure customer service interactions are aligned with company standards and regulatory requirements.
    • Regularly review and update training materials and operational procedures.
    • Conduct quality assurance audits and implement corrective actions as needed.
  • Customer Relationship Management:
    • Build and maintain strong relationships with key clients.
    • Gather customer feedback and work with other departments to implement improvements.
    • Develop strategies to enhance customer satisfaction and loyalty.
  • Compliance and Reporting:
    • Ensure the team adheres to industry regulations and company policies.
    • Prepare and present regular reports on customer service performance to senior management.
    • Maintain accurate records of customer interactions and transactions.
  • Collaboration and Communication:
    • Work closely with sales, marketing, and product development teams to address customer needs and concerns.
    • Facilitate regular team meetings to communicate updates and gather feedback.
    • Serve as a liaison between the customer service team and other departments.
Qualifications
  • Education:
    • Bachelor's degree in business administration, management, or a related field preferred.
  • Licensing:
    • Industry-specific license or certification may be required (e.g., insurance, financial services).
    • Additional certifications in customer service management (e.g., Certified Customer Service Manager (CCSM)) are a plus.
  • Experience:
    • Previous experience in customer service, with at least 2-5 years in a supervisory or managerial role.
    • Experience in the specific industry (e.g., insurance, finance, healthcare) is preferred.
  • Skills:
    • Strong leadership and team management skills.
    • Excellent communication and interpersonal abilities.
    • Proficiency in customer service software and CRM systems.
    • Analytical skills to assess performance metrics and identify improvement areas.
  • Personal Attributes:
    • High level of integrity and ethical standards.
    • Problem-solving and conflict resolution skills.
    • Ability to work under pressure and handle challenging situations.
Working Conditions
  • Primarily office-based with standard business hours.
  • Occasional travel may be required for training, meetings, or client visits.
  • Flexibility to work extended hours during peak times or for urgent matters.
Compensation
  • Competitive hourly rate with potential bonuses based on performance, travel incentives, and quarterly bonuses.
  • Benefits may include health insurance, retirement plans, and professional development opportunities.

A licensed customer service manager plays a crucial role in maintaining customer satisfaction and fostering long-term client relationships by effectively managing the customer service team and ensuring high standards of service.

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