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SalaryCUSTOMER SERVICE LEAD – at SERVICE TODAY, INC.
High Volume Call Center - Full Time! JOIN OUR BUSY TEAM NOW!!
We are currently searching for highly talented Customer Service Lead for our Federalsburg, MD office location. This is a Full-Time Customer Service opportunity with Commission Potential with an Immediate Opening!! Come join our Team TODAY.
JOB SUMMARY/ OBJECTIVE
The Team Lead is responsible for driving successful individual and overall team performance results by:
1) training CSRs, 2) coordinating ongoing training for CSRs, 3) directing daily service center tasks, 4) handling customer issues and escalations, 5) collaborating with other departments, and 6) complete other projects as assigned.
ESSENTIAL JOB FUNCTIONS
- Trainings of new and experienced CSRs.
- Anticipate and handle customer escalation calls and work order/ account issues.
- Serve as point of conduct with other departments to ensure that customer requests are handles effectively.
- Communicate with IT to alert them to any systems issues or request systems changes as necessary.
- Maximize overall call-handling efficiency and minimize call-handling errors by identifying processes that need improvement and working with the Customer Service Manager (CSM) to implement changes.
- Improve overall team success by gathering performance data to develop/ modify training, communicate with the CSM for CSR development and upper management reporting.
- Foster a high level of employee engagement and teamwork by working with the CSM to promote monthly contests, implement service center improvements, and organize informative and fun monthly team meetings.
- Keep upper management informed on any issues and roadblocks to success.
- Completing projects for CSM as needed.
- Work cross-functionally with dispatchers to ensure the customer is fully taken care of.
- Other duties as assigned.
QUALIFICATIONS/ ABILITIES
- Experienced in leading, motivating and encouraging individuals/ teams to success in support of the Company’s objectives.
- Excellent oral and written communication skills.
- Strong leadership abilities that display confidence, decisiveness, and ability to remain objective.
- Personable and approachable.
- Organized, detailed, and focused, yet can easily multi-task without losing focus.
- Ability to work in a fast-paced environment and under pressure while exuding flexibility, calm, and resourcefulness when faced with a challenge.
- Exceptional Customer Service skills and superior phone skills.
- Professional and collaborative with other internal staff.
- Self-starter with strong self-accountability mindset in achieving set individual and team goals.
- Able to work a flexible schedule including evenings, weekends, and holiday shifts.
WORKING CONDITIONS/ PHYSICAL DEMANDS
- Work is performed in a professional group office environment.
- Lift up to 10 lbs.
EXPERIENCE/ EDUCATION
- High school diploma required; AA or BA/BS degree preferred.
- Proficient with computers and Microsoft Office (Excel especially) required.
- 5 yrs experience working in a dynamic Customer Service role.
- Sales experience a plus!
- Experience with Service Titan a plus!
- Bilingual a plus!
BENEFITS
- Competitive Dental, Vision, and Healthcare Plans
- 401(k) with Company matching
- Short-Term and Long-Term Disability
- Life Insurance
- PTO & Paid Holidays
- Continuing Education Benefits
- Team Atmosphere
- Employee Assistance Program (EAP)
- Pet Insurance, and more!
If you want to be part of something bigger than just a job – make this career move and find exactly what you’re looking for. You will work in a place where you will be appreciated by your team and customers, and where your work has a direct effect on the success of the company.
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
EOE
