Customer Service Lead
2 weeks ago
University Frames is dedicated to providing the best diploma frame product in the country Our growing business is looking for a skilled problem solver to join our team as a Customer Service Lead. This individual will oversee customer service to ensure meeting day-to-day goals and logistics to ensure proper communication between the customers, the team, and management.
Main Functions and Key Responsibilities:
• Ability to use experience and knowledge to implement best practices that are tailored to UF's Customer Service structure & functions
• Plan, create, and implementation of procedures to better the team
• Monitor and evaluate daily workflow, choose appropriate courses of action to ensure department schedules and objectives are met
• Communicate concerns and route reports to appropriate team members and management
• Partner with Operations to prepare daily, weekly, and monthly reports of customer activities
• Identify, foster, and leverage strengths of the existing CS Team
• Respond to customer inquiries and provide first contact resolution of customer requests via telephone, typed-chat, and email at the highest level while demonstrating a friendly and cooperative attitude
• Perform account maintenance, data entry, and order processing functions
Qualifications:
• Minimum of 4 years of experience leading customer service support team
• Excellent customer service, time management, interpersonal, organizational, and analytical skills
• Professional in written communication and verbal skills
• Ability to manage multiple priorities and follow through on assignments
• Ability to listen carefully and respond quickly and effectively
• Ensure quality maintenance and attention to detail
• Proficient computer skills, including Microsoft Office Suite (especially Excel)
Pluses:
• Previous experience in call center
• Online market experience (Amazon, Walmart, etc.)
• Knowledge of QuickBooks Enterprise
Communication method(s) used:
• Email
• Phone
• Chat
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