Customer Care Team Lead
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About The Position
At Vexus Fiber, we are committed to not just providing fiber internet services but also to nurturing the communities we serve. As a Customer Care Team Lead, you will play a pivotal role in ensuring that our customers receive the highest level of service. This position is designed for individuals who are passionate about customer service and are looking to grow within a supportive and dynamic environment. You will be responsible for leading a team of Customer Service Representatives, providing guidance, support, and resolution for escalated customer inquiries. This floating Lead position requires you to be available during core operating hours, specifically from 1:00 p.m. to 10:00 p.m., with rotational weekends included in the schedule. In this role, you will be the first point of contact for escalated customer calls, addressing issues related to billing and services. Your ability to identify, research, and resolve complex customer issues will be crucial. You will also provide support to Customer Care Representatives, ensuring that they have the necessary resources and direction to handle customer inquiries efficiently. In the absence of a supervisor or manager, you will be responsible for reporting on all activities within the Customer Service Department, ensuring that operations run smoothly and effectively. Your commitment to customer satisfaction and retention will be paramount as you coordinate with other departments to resolve customer issues. This position not only offers the opportunity to lead and mentor a team but also to contribute to the overall success of Vexus Fiber by enhancing the customer experience.
