Customer Service & Sales Agent Team Lead

Summary

Join our Customer Service and Sales Team as a Team Lead and provide quality and efficient customer service by supervising a team. You will motivate, coach, and train employees while meeting revenue objectives and service level agreements. Responsibilities include call balancing, quality assurance, and supporting sales strategy. You will handle escalated customer issues, implement work procedures, and evaluate processes to meet financial objectives. You will also provide employee support and assist with reporting and projects. This role requires strong communication, leadership, and organizational skills, along with customer service experience.

Requirements

• Proven commitment to customer satisfaction
• Proficient communicator to the CS&S Team, internal associates and external customers
• Strong written and verbal communication skills
• Customer service-oriented
• Possess leadership skills to inspire, motivate, and guide team members towards achieving organizational goals
• Highly organized with the ability to multi-task
• Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)
• Must possess minimum of 3 years of Customer Service or Call Center experience
• Vision correctable to 20/20
• Finger dexterity for keyboarding and computer usage
• Ability to sit and stay focused for long periods of time

Responsibilities

• Provides direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Assists with managing call traffic control and agent work groups and Call Reporting
• Implement Quality Assurance best practices to help enhance the quality of the service the CSS team provides to customers-this includes level loading and call trafficking
• Handles escalated customer service issues, ensures proper follow-up and documentation
• Implements work procedures and processes that support the company and departmental standards, procedures, and strategic directives
• Provides continual evaluation of processes and procedures to meet the department’s financial objectives
• Support Manager in ensuring employees have appropriate training and other resources to perform their jobs
• Available for employees who experience work and/or personal problems, providing appropriate coaching, direction and resolution
• Assist with handling board reports and other pertinent reports as it relates to the nature of the business. Provide trend summaries and training opportunities
• Works as a member/leader of special or ongoing projects that are important to area/process improvement
• Help maintain a high-quality work environment, so team members are motivated to perform at their highest level
• Performs other duties as assigned

Preferred Qualifications

• Proficient in SharePoint a plus
• Bachelor’s degree preferred (business-related field preferred)