Remote Customer Service Team Lead

THIS IS A TEMPORARY EMPLOYMENT OPPORTUNITY

Position Summary:

Tidal Basin Caribe is seeking a Customer Service Team Lead to oversee the daily operations of the Community Energy and Water Resilience Initiative (CEWRI) contact center and ensure exceptional service delivery to clients. The Team Lead will be Tidal Basin’s lead point of contact with the Contact Center and will be responsible for communicating program requirements and ensuring all facets of the contact center are meeting expectations and operating smoothly. This role involves managing, but not limited, of the customer service representatives, monitoring performance metrics, conducting performance reviews, and implementing strategies to enhance customer satisfaction and operational efficiency. This position represents an exceptional opportunity to join an expert team to facilitate change and help make a lasting difference.

Job Duties and Responsibilities include:

• Supervise, train, and mentor customer service representatives to ensure high levels of engagement and performance.

• Assing 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.

Qualifications and Skills:

• 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.

Preferred:

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

Required Education and Experience:

• 1-3 years of previous experience in customer service.

Location: Puerto Rico, Onsite and Remote. Some in-person time required at office in San Juan

All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Upon hire, secondary employment must be disclosed and approved.

Tidal Basin Caribe is an Equal Employment Opportunity Employer.