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.
