Contact Center Customer Service Lead

Essential Functions

• Handle customer contacts, including phone calls, emails, chat, and social media inquiries.
• Provide assistance and support to team members with questions and issues.
• Support customers across all communication channels, ensuring a seamless experience.
• Maintain exemplary attendance, particularly on weekends.
• Rotate team members in chat and offline during weekend shifts as needed.
• Adequately cover the SalesForce queue volume to maintain service levels.
• Resolve escalated customer issues efficiently and professionally.
• Perform basic troubleshooting of software and technical issues in SalesForce, Five9, and other work-related systems.
• Identify and implement opportunities to improve customer service procedures.
• Perform other assignments as directed by the Customer Service Manager.

Position Qualifications

• 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 with CRMs, such as Salesforce, preferred but not required.

Position Expectations

• Work to instill core-values into day-to-day work activities and interactions with customers.
• Ensure a remarkable customer experience by understanding customer expectations and exceeding them.
• Bring unique, high-tech products to market to address customer needs.
• Value every individual's unique experiences, capabilities, and talents.
• Create a safe and respectful work environment and promote diversity and inclusion.
• Work as a team, providing feedback and solving problems together to achieve a shared goal.
• Always ask, "How can we do this better," and provide open and honest feedback.
• Make decisions according to what is right, not what is cheapest, fastest, or easiest.
• Operate with integrity, transparency, and courage in every interaction with customers.