Customer Service Lead - Smithfield VA area

Key Tasks/Areas of Responsibility

• Manage a team or unit of customer service and sales support representatives and ensures service levels are met or exceeded.
• Development and training of customer service staff.
• Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction.
• Makes recommendations for changes to products or services based on customer feedback and requests or own insights.
• Monitors and measures service metrics and utilizes metrics to develop standards, improvements, or make changes to process.
• Manages subordinate staff in the day-to-day performance of their jobs.
• Performance reviews for all subordinate staff.
• Affixes with Market Directors with tasks as needed.
• Maintain databases such as SharePoint, Telus Programs, Teams.
• Affixes with AR/AP.

Requirements

• Must have strong computer skills with great knowledge of Office 365 including Outlook, Excel, and Word.
• Must be good with math and keypunching numbers.
• Able to stay organized and work independently.
• Must be able to use inductive reasoning and critical thinking.
• Must possess a great sense of ownership and pride in your work.
• Minimum of 2 years recent administrative, customer service experience preferred but willing to train if you meet all other requirements.
• Must be dependable, work well with others and be able to work 40 hours a week.
• Must be able to lift up to 50 lb.

Hours

8:00a-5:00p Monday-Friday (with an hour lunch break)

Benefits

• Paid time off and 10 paid company holidays.
• 401(k) matching.
• Health, Vision, and Dental options after the new hire probation is complete.