Contact Center Customer Service Lead

Search here for Career opportunities with The AZEK Company•Scranton, PA

1d•Onsite

About The Position

As a working lead, the individual will be expected to handle customer contacts, including phone calls, emails, chats, and social media inquiries, while providing assistance and support to team members with questions and issues. This role involves supporting customers across all communication channels and ensuring consistent support during peak times, particularly on weekends. The lead will also manage escalations, perform basic technical troubleshooting, and identify opportunities for process improvement.

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 WS 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, including phone calls, emails, chats, and social media inquiries, while providing assistance and support to team members with questions and issues.
Multi-Channel Support: Support customers across all communication channels, including phone, email, chat, and social media, ensuring a seamless experience for both customers and team members.
Weekend Coverage: Maintain exemplary attendance, particularly on weekends, to ensure consistent support for our contact center team during peak times.
Queue Management: Ensure adequate queue coverage by rotating team members in chat and offline as needed during weekend shifts.
Break and Lunch Adherence: Ensure that team members are adhering to scheduled break and lunch times to maintain productivity and service levels.
Escalation Management: Handle escalated customer issues, addressing concerns efficiently and professionally to ensure timely resolution and customer satisfaction.
Technical Troubleshooting: Perform basic troubleshooting of software and technical issues in SalesForce, Five9, and other work-related systems to resolve operational challenges for the team.
Process Improvement: Identify opportunities to enhance or update customer service procedures, and collaborate with the Customer Service Manager to implement improvements.
Queue Monitoring: Assist in monitoring the SalesForce queue volume, providing support to maintain service levels, particularly during peak seasons and high-volume periods.
Additional Tasks: Perform other assignments and duties as directed by the Customer Service Manager to support operational success.