Client Services Team Lead

Rubicon•Atlanta, GA

6d•$21 - $26•Hybrid

About The Position

The Client Services Team Lead serves as a liaison between Client Services Associate, account manager and other various departments. This primarily involves assuring that all client services issues and requests for additional services are addressed promptly and thoroughly.

Requirements

High school diploma/GED required.
Two (2)+ years of experience in customer service roles.
Proficiency with Microsoft Office and Excel.
Strong organizational skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
Exceptional interpersonal skills, with the ability to interface effectively with stakeholders at all levels of the organization.
Strong customer service orientation with the ability to handle inquiries and requests efficiently and professionally.
Attention to detail and a commitment to accuracy in all aspects of account management.
A proactive, can-do attitude with a willingness to take ownership of tasks and drive them to completion.
Strong problem solving and critical thinking skills.
Ability to work effectively and independently with minimal supervision, while also being a team player who thrives in a collaborative environment.
Discretion and trustworthiness in handling sensitive information and supporting high-level strategic initiatives.
Travel and/or onsite work will be on an as needed basis.
To facilitate working from home, and as a requirement for this role, the employee must provide reliable internet connection with sufficient bandwidth to execute all job functions and technology setup conducive to remote work.
A quiet, distraction-free workspace is required for maintaining productivity.

Nice To Haves

Bachelor’s degree in a related field preferred.

Responsibilities

Foster and promote teamwork to support a positive working environment
Ensure all service issues and requests for additional services are received, documented appropriate, responded to, followed up on, and closed in the system in a timely and thorough manner
Resolve complex and escalated client issues in an efficient fashion in accordance with our standard operating procedures
Provide oversight as needed to ensure that team member inquiries or client requests are accurately and efficiently fulfilled
Ensure and measure effectiveness of issue documentation, resolution, and follow-up for each team member
Ensure and measure scheduling and completion of additional services with both hauler and store location for each team member
Ensure and measure the dispatching of extra services in the system
Track and analyze quality and productivity metrics; Generate and analyze reports to ensure that calls are being effectively managed and closed by team
Assign as needed and monitor completion of customer service-related projects to team members
Coach and mentor team members with a focus on continuously improve the quality of customer service.
Ability to travel and/or work onsite as needed.
Performs other duties as assigned or apparent.