Customer Service Team Leader

TITLE: Customer Service Team Leader

DEPARTMENT: Customer Service

REPORTS TO: Customer Service Manager

FLSA STATUS: Non-Exempt

Position Summary:

The Customer Service Team Leader will be entrusted with a wide range of critical responsibilities to ensure specialists are performing in an ethical manner, mindful in their decision making, and align with Tiger Sanitation's Mission, Vision, Values, and Guiding Principles. They will be responsible for their CSS's meeting and exceeding the call center objectives through robust training and feedback enrichment by creating the great customer experience for internal and external customers. This can be accomplished through activities such as call calibration, error mitigation, and best practice sharing. This may occupy up to 80% of the time. The remaining time may be focused on taking customer calls and Leadership support. This will fluctuate depending on the needs of the business.

Essential Functions:

• Manage and direct call center Specialists to ensure targets are met, they are creating the "great experience" for internal and external customers, and the Specialist's performance is up to standard.
• Provide real-time feedback, training, and coaching to ensure Specialists understand expectations, policies, and procedures.
• Resolve escalated issues and escalate complex problems to their manager.
• Continual monitoring of team's performance, conduct and create appropriate formal paperwork.
• Collaborate to improve processes, procedures, and enhance Tiger's creation of the "great experience."
• Role plays with Specialists to ensure product and system knowledge.
• Communicate and train Specialists to build professional service skills and solve customer problems.
• Create, maintain, and foster, an atmosphere of being the obvious choice for Specialists and customers.
• Responsible for the professional development CSS's.
• Communicates concise and accurate information.
• Supports service level needs through telephone and non-telephone needs as required.
• Presents a positive disposition and maintains constructive interpersonal relationships.
• Collaborates with the Manager to address any employee performance that does not meet expectations
• Other duties as assigned

Requirements:

Knowledge/Skills/Abilities:

• Ability to convey Tiger Sanitation as the obvious choice for our customers, employees and the community
• Actively demonstrates Tiger Sanitation's core values in daily tasks and communications: Professionalism, Respect, Accountability and Communication
• Ability to demonstrate decision making skills that align with Tiger Sanitation's 4 Step Decision Making Process
• Ability to teach and assess accurate conveyance and understanding of information
• Ability to positively influence behaviors
• Ability to collaborate with coworkers
• Ability to prioritize activities to achieve CSS expectations and goals
• Ability to react well under pressure and treat others with respect.
• Identifies and resolves problems in a timely manner.
• Excellent verbal, written, and analytical skills.
• Focuses on solving conflicts and active listening skills.
• Is consistently at work and on time, and flexible with their schedule to meet business needs.
• Manage difficult or emotional situations and respond promptly to service requests to meet employee and customer commitments.
• This is an on-site position.

Education and Experience

• Required: High School Diploma or G.E.D.
• Prefer one or more years of experience in the field or in a related area.

Working Conditions:

This position will be based in an office environment with extended periods of sitting and using manual dexterity to utilize computer and phone systems. This position will require extensive periods of communicating with customers via phone or electronic means.

An Equal Opportunity Employer disability/veteran