Remote Customer Service Team Lead

Summary

Join Tidal Basin Caribe as a Customer Service Team Lead to oversee daily operations of the Community Energy and Water Resilience Initiative contact center, ensuring exceptional service delivery to clients.

Requirements

• Must be available business hours (Puerto Rico)
• Professional Proficiency in Spanish language
• Knowledge of customer service practices and principles
• Excellent listening, verbal, and written communication skills
• Excellent data entry and typing skills (ex. logging calls, making call notes)
• Ability to demonstrate both empathy and professionalism
• Ability to maintain phone etiquette and handle challenging callers appropriately

Responsibilities

• Supervise, train, and mentor customer service representatives to ensure high levels of engagement and performance
• Assign to support on the train, and mentor of Case Managers to ensure high levels of engagement and performance on the calls and documentation they perform
• Conduct regular one-on-one and team performance reviews to assess skills, set goals, and develop career paths
• Adhere to established customer service and documentation standards, within required time frames
• Oversee daily call center operations, ensuring compliance with company policies and standards
• Monitor call metrics (e.g., average handle time, call volume, customer satisfaction scores) and generate reports to identify trends and areas for improvement
• Ensuring that all team members are logged in as scheduled and providing proper coverage during Call Center hours of operations
• Coordinating with the IT team when needed to troubleshoot issues that arise
• Depending on coverage, addressing incoming calls, including: Answer incoming phone calls and log them in the appropriate software
• Actively listen to the callers
• Assist callers by researching information in a database system, exploring answers, and providing information and alternative solutions
• Document all call information according to standard operating procedures, including completing call logs and reports
• Provide follow up customer calls where necessary
• Address call escalations that occur and coordinate with Program Team Leads as needed to resolve open items per departments (as complaints, warranty claims, etc.)
• Attend meetings and report up to the Program Managers on Call Center Status, Metrics, Trends, and Items Needing Support
• Attend to client meetings and provide Call Center Status, Metrics and share any efforts or initiatives that has been made with the team, among others
• Develop and maintain strong relationships with Grant Manager and client, ensuring their needs are met and expectations exceeded
• Address escalated customer issues, providing solutions and maintaining customer loyalty
• Perform QA/QC (customer/ representative interaction) to a sample of calls, prepare and present regular reports on team performance, constructive feedback, customer feedback, and operational metrics to management
• Analyze data to identify trends and implement improvements in service delivery
• Facilitate regular team meetings to discuss performance, share updates, and support on how to properly answer questions about individual situations or case status
• Work closely with Program Team Leads to align customer service strategies with program objectives
• Perform administrative tasks and other duties as assigned
• Design and implement training programs for new hires and ongoing training for existing staff to improve skills and service quality
• Stay updated on program related trends and best practices to continuously enhance the service experience
• Understand and be familiar with the program guidelines and client requirements for the Program and support to the team
• Establish and monitor quality assurance standards to ensure consistent service delivery

Preferred Qualifications

• Professional Proficiency in English language
• Prior call center or case management experience preferred
• Prior experience in a Disaster Recovery call center, however not required