Customer Service Team Lead

As a Customer Service - Team Lead, you will be responsible for consistently meeting and exceeding individual goals while driving the team towards department goals. You will demonstrate a proven capacity to resolve customer issues quickly along with coaching and training others to resolve customer issues.

With strong de-escalation skills and a customer-centered mindset, you will maintain a high level of

professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Primary Duties and Responsibilities:

• Provide team with support and be available to answer questions
• Monitoring and driving phone queues, inboxes, and portals to decrease ABN (Abandonment) rates, lowering wait and response times.
• Handle customer escalations through completion.
• Prepare monthly reports.
• Manage team schedule.
• Deliver new hire and continuous training courses.
• Perform additional duties as assigned.

Skills Required:

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi-task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Ability to retain large amounts of information
• Demonstrate strong problem-solving skills, and customer service skills
• Proficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Ability to learn specialized software programs and navigate company databases
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations
• Ability to use sound judgement to make good decisions based on information gathered and analyzed

Education and Experience:

• 2+ years of Customer Service Supervisor experience, preferred
• 4+ years of customer service experience, strongly preferred
• High school diploma or equivalent, required

Rotational Shift and Rotational Week Offs.

Must be comfortable working in US shifts.