Customer Service Lead

Dee Sign USA stands as the nation's premier real estate sign manufacturer, proudly serving Southern California as the largest provider of sign installation services for both residential and commercial sectors since 1967. We are distinguished by our internal management of operations, from crafting frames to producing signs, ensuring an unwavering commitment to excellence and efficiency. At Dee Sign, Customer Service is our cornerstone, and our team is our greatest asset.

Position Overview:

We are looking for a motivated and skilled Customer Service Lead who will be responsible for overseeing our West Coast Customer Service team. The successful candidate will play a key role in ensuring that our customers receive outstanding support and assistance at every stage of their journey with our company. The Customer Service Lead will lead by example, providing guidance and support to the team while also actively engaging with customers to resolve issues and enhance their experience.

Responsibilities:

• Supervise and mentor a team of Customer Service representatives, providing coaching, training, and support as needed.

• Develop and implement strategies to improve the efficiency and effectiveness of the Customer Service department.

• Monitor and evaluate team performance, ensuring that service level agreements and key performance indicators are met or exceeded.

• Handle escalated customer inquiries and complaints, resolving issues promptly and ensuring customer satisfaction.

• Analyze customer feedback and data to identify trends, opportunities for improvement, and areas of concern.

• Stay up-to-date on industry trends and best practices in Customer Service, implementing new approaches and technologies as appropriate.

• Develop and deliver comprehensive training programs for new team members, enhancing their skills and knowledge.

• Collaborate with other managers to foster a cohesive and customer-focused environment across the organization to address customer needs and improve overall customer experience.

• Participate in the recruitment, interviewing, and hiring process for new team members as required.

Skills:

• Excellent communication skills, both verbal and written, with the ability to convey information clearly and effectively.

• Strong listening and problem-solving abilities to understand and address customer needs and concerns.

• Confidence, patience, tact, and diplomacy when dealing with challenging situations.

• Motivational and leadership skills to supervise and lead a team effectively.

• Creative thinking to devise innovative solutions for improving Customer Service.

• Ability to work well under pressure in a fast-paced environment.

• Commitment to ongoing personal development and improvement in Customer Service skills.

Requirements:

• Bachelor's degree or equivalent experience of 2+ years in a related field.

• Proven experience in a Customer Service role, with at least 2 years in a leadership or supervisory position.

• Strong communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.

• Excellent problem-solving skills, with the ability to think quickly and creatively when resolving issues.

• Proficiency in Customer Service software, such as HelpScout, Google Suite, and Microsoft Office Suite.

• Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.

• A positive attitude, with a passion for delivering exceptional Customer Service and building strong customer relationships.

Position Type and Salary

• This is a full-time, non-exempt position. The hourly rate starts at $25. Experience will be considered.

Benefits:

• Medical, Dental, Vision, STD/LTD, Life Insurance, and 401(k) with company match.

• Paid Holiday and Vacation

• Opportunity for career growth and advancement within the company.

• Dynamic and collaborative work environment.

Join Dee Sign USA and be part of a team committed to excellence in Customer Service. If you are a customer-focused professional with leadership skills and a passion for excellence, we invite you to join our team as a Customer Service Lead. Please submit your resume and cover letter detailing your qualifications and why you would be a great fit for this role. We look forward to hearing from you!

Job Type: Full-time

Schedule:

• Monday to Friday

Ability to Relocate:

• Van Nuys, CA 91406: Relocate before starting work (Required)

Work Location: In person