CC Customer Service Lead
About The Position
This role involves leading a customer service team, ensuring excellent customer experiences, and managing operational aspects of the contact center. The Lead will provide daily guidance and support to Customer Service Associates, act as an escalation point for complex issues, and monitor team performance and service levels. A key part of the role is ensuring timely and professional responses to customers, resolving issues related to products, orders, and services, and promoting customer loyalty. The Lead will also oversee operational tasks such as monitoring queues, documenting interactions in CRM systems, and analyzing trends for process improvements. Additionally, the role requires deep product and technical expertise to serve as a subject matter expert on AZEK product portfolios and provide guidance to the team on technical customer questions.
Requirements
- Experience in customer service
- Leadership or team lead experience
- Proficiency in CRM systems (e.g., Salesforce)
- Knowledge of product specifications, applications, installation best practices, and warranty programs
- Strong communication and interpersonal skills
- Ability to handle complex customer inquiries and complaints
- Experience in monitoring team workload and service levels
- Skills in analyzing trends and identifying process improvements
Nice To Haves
- Subject matter expertise on James Hardie/AZEK product portfolios
Responsibilities
- Provide daily guidance, coaching, and support to Customer Service Associates.
- Serve as the primary escalation point for complex customer inquiries and complaints.
- Monitor team workload, queue management, and service levels.
- Assist leadership with onboarding and training of new team members.
- Reinforce customer-centric behaviors and service excellence standards.
- Ensure timely, accurate, and professional responses to customer inquiries.
- Support resolution of issues related to products, orders, shipments, installations, warranties, and claims.
- Promote positive customer interactions that strengthen brand loyalty.
- Drive achievement of customer satisfaction and service quality goals.
- Monitor phone, chat, email, and CRM case queues.
- Ensure accurate documentation of customer interactions within Salesforce or other CRM systems.
- Analyze trends in customer contacts and identify opportunities for process improvement.
- Support workforce planning and scheduling activities to maintain service levels.
- Serve as a subject matter expert on James Hardie/AZEK product portfolios.
- Maintain knowledge of product specifications, applications, installation best practices, and warranty programs.
- Provide guidance to team members regarding technical customer questions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
