Customer Service & Sales Agent Team Lead

Job description

The Customer Service and Sales Team Lead is responsible for providing quality and efficient customer service to customers through the daily supervision of a team of employees to include motivating, recognizing, coaching, counseling, training, and problem solving, with the goal of meeting revenue and program objectives and customer service level agreements. This includes call balancing and quality assurance along with supporting the Customer Service & Sales Manager with sales strategy development and implementation.

Duties and 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

Skills and 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 SharePoint a plus
• Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint)

Experience:

• Bachelor’s degree preferred (business-related field preferred)
• Must possess minimum of 3 years of Customer Service or Call Center experience

Physical Requirements:

• Vision correctable to ²⁰⁄₂₀
• Finger dexterity for keyboarding and computer usage
• Ability to sit and stay focused for long periods of time