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Customer Service Team Lead and Escalations Manager

2 months ago

Nashville, Tennessee, United States Bellecares Full time

About Bellecares

Bellecares is a leading provider of innovative home care solutions, revolutionizing the way we approach foot care and overall well-being. Our mission is to unite people and their care through joy, and we're committed to making a positive impact on the lives of our customers.

Job Summary

We're seeking a highly skilled and experienced Customer Service Team Lead and Escalations Manager to join our team. As a key member of our customer service team, you will be responsible for leading a growing team of customer service associates, providing exceptional support to our customers, and driving business growth through excellent customer experience.

Key Responsibilities

  • Manage daily shifts to ensure adequate phone coverage and delegate tasks to team members
  • Manage team performance, conduct quality assurance, and supervise calls to ensure exceptional customer experience
  • Triage escalated calls or customer complaints and provide timely resolutions
  • Onboard and train new employees to ensure a smooth transition into the team
  • Recommend ways to improve productivity and customer satisfaction through data-driven insights and process improvements

Requirements and Skills

  • Team lead/manager and escalations experience in a customer-facing role
  • 5+ years of customer service, retail, or receptionist experience with a proven track record of success
  • Strong problem-solving skills and ability to de-escalate high-stress calls
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders
  • Ability to maintain confidentiality and handle sensitive customer information

What We Offer

  • Competitive salary with bonus potential
  • Comprehensive health, dental, and vision benefits
  • 401(k) participation with a company match
  • PTO, sick leave, and paid holidays