Customer Solutions Team Lead

Position Summary

The Customer Solutions Team Lead helps lead and motivate the team of employees responsible for providing excellent customer service which includes evaluating, investigating, and resolving issues. The Team Lead ensures daily communication, phone calls and emails, from customers is researched, proper resolutions are identified, and customers receive replies timely. They are responsible for evenly assigning email cases created and assignments from customer inquiries as they come in. They are entrusted with certain decision-making responsibilities that can substantially impact the relationship between the company and a customer. A high quality of customer service is to be provided during every customer interaction, even when delivering a decision which may not fully meet a customer’s expectations.

Qualifications

• Bachelor’s degree desired or 10 years of work experience in related field
• Exceptional customer service skills
• Proven ability to lead and motivate a team of employees
• High level of responsiveness
• Strong organizational, planning, and process management skills
• Strong analytical skills
• Strong working knowledge of Microsoft Office; Intermediate working knowledge of Excel
• Able to effectively overcome customer concerns and create best possible outcome for customer and company
• Excellent problem solving and negotiation skills
• Excellent organizational skills and attention to detail
• Superior written and verbal communication skills with ability to adapt style to effectively communicate with intended audience
• Able to articulate thoughts and ideas clearly, concisely, and persuasively

Benefits

• Medical, dental, and vision coverage
• 401(k) plan
• Life, accident, and disability insurance
• Flexible spending accounts (FSAs) and health savings accounts (HSAs)
• Wellness programs
• Paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays