Customer Service Lead

A high school diploma or GED is required, with any college education being a plus. Applicants must be at least 18 years old.

Responsibilities

• Customer service experience for at least 5 years
• Schedule includes weekends and holidays
• Potential for peak season overtime
• Strong communication skills, both written and verbal
• Advanced problem-solving abilities to address customer issues promptly
• Proficiency in MS Office Suite (Word, Outlook, Excel, PowerPoint)
• Maintain professionalism and empathy during interactions
• Guide, motivate, and develop team members to meet performance goals
• Handle escalated customer situations with diplomacy and professionalism
• Analyze customer data and escalated cases, identify root causes, and implement improvements
• Build partnerships with other departments and understand their operations
• Identify inefficiencies and lead initiatives to streamline operations and improve performance
• Detail-oriented with accuracy in data analysis, issue resolution, and follow-through
• Adapt to changing priorities and customer needs in a dynamic environment
• Conduct training sessions, workshops, and coaching to enhance agent performance
• Self-motivated with a strong commitment to improving operations and driving success

Requirements

• Must be at least 18 years old