Lead Customer Service Representative - Milton

Key Responsibilities

• Supervise and guide customer service representatives to achieve departmental and company goals.
• Conduct regular performance evaluations and provide feedback.
• Handle escalated customer inquiries and complaints with professionalism and empathy.
• Develop and maintain strong relationships with customers, ensuring their needs are met.
• Train new hires in customer service policies and procedures.
• Organize ongoing training programs to improve team skills and service knowledge.
• Maintain team performance metrics and implement improvements when necessary.
• Ensure compliance with company policies and procedures.
• Prepare regular reports on customer service performance and customer feedback.
• Analyze data to identify trends and areas for improvement.
• Collaborate with other departments to resolve issues and improve delivery of service.
• Participate in budget planning and resource allocation for the customer service department.