Job Description
Purpose of Job The Customer Service Team Leader plays a vital role in ensuring frontline agents deliver exceptional customer experiences. This position provides real-time support, assists with complex inquiries, and manages escalated calls that agents are unable to resolve. Using advanced problem-solving skills, the Team Leader conducts thorough investigations, analyzes root causes, and works proactively to prevent recurring issues.
In addition to customer interactions, this role collaborates with cross-functional departments such as quality assurance, training, and product teams to drive process improvements. By sharing insights from escalations and delivering targeted coaching and training, the Team Leader enhances agent performance, reinforces best practices, and fosters a customer-focused culture.
Job Description - High School diploma or GED required; Any college is a plus.
- Must be 18 years of age or older.
- 5 year of customer service experience.
- Schedule will include weekends and holidays. Peak season overtime will be required.
- Strong communication skills, both written and verbal, with the ability to communicate clearly and professionally.
- Advanced problem-solving skills to identify and resolve customer issues quickly and effectively.
- Strong computer skills, including proficiency in MS Word, Outlook, Excel, and PowerPoint.
- Ability to maintain professionalism and empathy, ensuring customer satisfaction in all interactions.
- Proven experience in guiding, motivating, and developing team members to achieve performance goals.
- Ability to handle escalated customer situations with diplomacy and professionalism.
- Analytical skills to assess customer data and escalated cases, identify root causes, and implement improvements.
- Experience in building partnerships with other departments and gaining a deep understanding of department operations.
- Ability to identify inefficiencies and lead initiatives to streamline operations and improve performance.
- Detail-oriented with accuracy in analyzing data, resolving issues, and following through on resolutions.
- Ability to adapt to changing priorities and customer needs in a dynamic, fast-paced environment.
- Experience in conducting training sessions, workshops, and coaching to improve agent performance.
- Self-motivated with a strong desire to continuously improve operations and drive success.
Job Requirements - Demonstrate effective, clear and professional written and oral communication.
- Provide real-time support and guidance to frontline agents, ensuring they effectively handle challenging customer inquiries.
- Manage escalated customer calls, conducting thorough investigations and utilizing advanced problem-solving skills to deliver timely and effective resolutions.
- Analyze root causes of escalations and implement proactive solutions to prevent recurrence.
- Maintain professionalism and empathy in all customer interactions, actively listening to concerns and ensuring customer satisfaction.
- Collaborate with cross-functional teams to enhance service delivery, resolve customer issues, and drive process improvements.
- Lead and contribute to process improvement initiatives, working on projects that enhance efficiency and customer experience.
- Share insights from escalations to refine products, services, and operational strategies.
Essential Mental & Physical Function Mental Functions: Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to the supervisor's guidelines.
Physical Functions: Sitting is required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting is required. Constant keyboarding and telephone usage.
Office cubicle environment with minimal exposure to the environment or health hazards.
Supervisor Responsibilities None
Language Skills Ability to communicate in English.
Work Environment Standard office environment.
Travel Requirements None
Job Tags
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