Customer Service Lead

Role Overview

• People leader not an individual contributor
• Can do CSR role but no direct responsibilities to customers.
• Able to jump in only if needed
• Dealing with any unresolved issues beyond a CSR role’s capabilities
• Lead 1:1’s, work balancing, training, culture execution, onboarding new customers
• Joining strategic customer calls, soliciting feedback, and making continuous improvement efforts within their team.
• Inspiring team members & motivating them to reach individual & team goals
• Keeps team aligned to global KPI’s
• Handles escalations and evaluates team member's performance.
• Preparing & providing feedback on performance & reviews to CS Manager/Director
• Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
• Provide assistance to team members whom are experiencing difficulties with their job duties by putting them through and giving them personal coaching
• Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
• Serve as the intermediary between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
• Creating team-building opportunities
• Fostering positive relationships
• Encourage open communication
• Celebrating team successes

Requirements

• High school diploma or equivalency certificate
• Two to four years customer service related work experience
• Showcase good leadership skills to carry team members along
• Excellent skills for communicating and relating with both staff members and customers
• Good interpersonal skills to create a cordial relationship with team members
• Ability to multitask
• Have good temperate to handle disputes and emergencies
• Must be result oriented.

Benefits

• Group Health Insurance
• Company Paid Group Term Life
• Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care
• 401k – Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election)
• Holidays – 9 per year (Eligible after 30 days of employment)
• Vacation time
• Educational Assistance
• Employee Assistance Program
• Onsite Clinic – Free medical visits
• Safety and Attendance incentives
• Employee Appreciation Days