Contact Center Customer Service Lead
About The Position
This role is for a Contact Center Customer Service Lead who will be a working lead, handling customer contacts across various channels while also providing support to team members. The position requires ensuring adequate queue coverage, adherence to breaks, managing escalations, and performing basic technical troubleshooting. The lead will also identify opportunities for process improvement and assist in monitoring queue volumes. The role emphasizes instilling core values into daily work and interactions with customers, focusing on customer experience, innovation, valuing individuals, teamwork, continuous improvement, and integrity.
Requirements
- Excellent communication and listening skills
- Strong writing skills are a plus
- Strong problem-solving abilities and attention to detail
- Ability to multitask and manage customer inquiries across various platforms
- Empathy, patience, and a customer-first mindset
- High School Diploma or GED required
- Knowledge of MS operating systems and MS Office software programs including MS Word, Excel, and PowerPoint
Nice To Haves
- Experience in customer service or call center environment preferred, but not required
- Previous building products experience preferred but not required
- Associate degree or equivalent combination of applicable experience preferred
- Familiarity of CRMs, such as Salesforce, preferred but not required
Responsibilities
- Lead by Example: Handle customer contacts (phone, email, chats, social media) and provide assistance to team members.
- Multi-Channel Support: Support customers across phone, email, chat, and social media.
- Weekend Coverage: Ensure consistent support during peak times, particularly on weekends.
- Queue Management: Ensure adequate queue coverage by rotating team members during weekend shifts.
- Break and Lunch Adherence: Ensure team members adhere to scheduled break and lunch times.
- Escalation Management: Handle escalated customer issues efficiently and professionally.
- Technical Troubleshooting: Perform basic troubleshooting of software and technical issues in SalesForce, Five9, and other work-related systems.
- Process Improvement: Identify opportunities to enhance or update customer service procedures and collaborate on implementation.
- Queue Monitoring: Assist in monitoring SalesForce queue volume to maintain service levels.
- Additional Tasks: Perform other assignments as directed by the Customer Service Manager.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
