Customer Service Team Lead

Role Overview

• Ensure representatives are trained and empowered to deliver outstanding customer service.
• Coach and develop Customer Service Representatives in product knowledge, policies and procedures.
• Review phone, email and customer interactions to evaluate quality and coaching needs.
• Provide feedback to management on process improvements for customer satisfaction.
• Facilitate team meetings and one-on-one sessions for policy updates and training.
• Handle escalated customer issues and provide weekly support for customer interactions.

Requirements

• High School diploma or equivalent required.
• Bachelor’s degree preferred.
• 3+ years of customer service experience.
• 2+ years of experience in a leadership / supervisory role preferred.
• Effective communication skills.

Benefits

• Complete health insurance coverage and 401(k) with 6% employer match that starts day one !
• Multiple bonus programs.
• Paid holidays and generous paid time off.
• Tuition Assistance Program that covers professional continuing education.
• Employee Perks Café featuring affordable daily meal options from local restaurants.
• On-site fitness center and beautifully maintained walking paths.
• Best-in-class, clean, modern facilities.