Contact Center Customer Service Lead

About the role

The Contact Center Customer Service Associate will be based in our Keyser Avenue offices and will report to the Customer Experience Team Supervisor. Starting pay is $25.00.

Responsibilities

• Handle customer contacts, including phone calls, emails, chats, and social media inquiries, while providing assistance and support to team members with questions and issues.
• Support customers across all communication channels, ensuring a seamless experience for both customers and team members.
• Maintain exemplary attendance, particularly on weekends, to ensure consistent support for our contact center team during peak times.
• Ensure adequate queue coverage by rotating team members in chat and offline as needed during weekend shifts.
• Ensure that team members are adhering to scheduled break and lunch times to maintain productivity and service levels.
• Handle escalated customer issues, addressing concerns efficiently and professionally to ensure timely resolution and customer satisfaction.
• Perform basic troubleshooting of software and technical issues in SalesForce, Five9, and other work-related systems to resolve operational challenges for the team.
• Identify opportunities to enhance or update customer service procedures, and collaborate with the Customer Service Manager to implement improvements.
• Assist in monitoring the SalesForce queue volume, providing support to maintain service levels, particularly during peak seasons and high-volume periods.
• Perform other assignments and duties as directed by the Customer Service Manager to support operational success.

Requirements

• Excellent communication and listening skills, strong writing skills are a plus.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage customer inquiries across various platforms.
• Empathy, patience, and a customer-first mindset.
• Experience in customer service or call center environment preferred, but not required.
• High School Diploma or GED required.
• Associate degree or equivalent combination of applicable experience preferred.
• Knowledge of MS operating systems and WS office software programs including MS Word, Excel, and PowerPoint.
• Familiarity of CRMs, such as Salesforce, preferred but not required.

Position Expectations

As a member of Customer Experience Team, you will work to instill the core-values into your day-to-day work activities and interactions with our Customers. This includes:

• Starting and ending with the Customer: A remarkable customer experience is critical to the sustained growth of any business.
• Lead Through Innovation: We are consistently bringing unique, high-tech products to market.
• Value Every Individual: Every individual comes gifted with unique experiences, capabilities and talents and can/will contribute in a unique way to the collective organizational success.
• The Best Team Wins: Employees feel their work is valued when it contributes to something that produces results.
• Better Today than Yesterday: We always ask, “how can we do this better.”
• Always to the Right Thing: As a member of the Experience Team, employees will come out of the gate with the mind set that we make decisions according to what is right, not what is cheapest, fastest, or easiest.

Physical Requirements

• Vision (Near, Distance, Color, Depth)
• Sense of Sound - Able to hear conversational speaking
• Ability to wear Personal Protective Equipment (PPE) - per safety guidelines