Customer Experience Team Lead

Pencor Services•Lehighton, PA

1d•Onsite

About The Position

Blue Ridge Communications is seeking a Customer Experience Team Lead to support their customer care teams across multiple channels. This role requires a strong understanding of company processes and services, with a primary focus on enhancing the customer experience. The ideal candidate will possess a collaborative approach, a business mindset, and demonstrate quick learning abilities and strong work ethics. The Team Lead will assist in supporting team questions, advocate for policies and procedures (including compliance and performance metrics), and contribute to continuous improvement efforts. They will also help create a positive and empowering team culture aligned with the company's brand personality, acting as an admirable example for their team. In high call volume situations, the Lead will handle standard customer interactions and assist with other assigned duties. Collaboration with peer leads and participation in feedback sessions on designated projects are also expected. The candidate must maintain a positive demeanor, tactfully handle challenging situations, and balance customer care with company policies. Strong leadership, people skills, and a desire for improvement and innovation are essential.

Requirements

High School Diploma or G.E.D
Minimum of 1-year Telecommunications and/or Customer Service Experience
Established residency in Pennsylvania
Valid PA Driver’s License and good driving record
Working knowledge of iGlass, Five9, and CSR Controls
Working knowledge of BRC powered apps, equipment and services
Proficiency with Microsoft Office Suite, Adobe and PowerPoint
Proficiency using ICOMS/GUI /SLICC
Strong Order Entry Skills
Strong Coaching and Development Skills
Strong Sales & Retention Skills
Strong Communications Skills – Oral and Written
Strong Customer Service and Phone Soft Skills
Strong Problem Solving and Troubleshooting skills
Strong Time Management Skills
Strong Organizational Skills
Ability to work independently paired with good communication with peers and superiors
Ability to display strong teamwork
Ability to excel in a fast-paced environment
Ability to adapt to change and the changing needs of the company and departments
Ability to consistently portray a neat and professional appearance
Ability to represent a cooperative, professional and positive attitude towards customers, team members, peers and superiors
Ability to perform duties while adhering to company policies and procedures
Ability to create solutions and implement changes.
Ability to display innovation/creativity
Ability to work overtime when necessary

Nice To Haves

Comfortable using Slack Channel preferred

Responsibilities

Providing support to team on Company Policies and Procedures
Providing support to team on Customer Service
Providing support to team on Sales and Retention
Providing support to team on Career development
Providing support to team on Coaching/Mentoring and assistance providing reviews and feedback
Providing support to team on Troubleshooting our services and equipment
Teaching all proprietary software and resources to staff
Development of new hires after training is complete
Compiling statistical reports
Attending required training for self-development
Sending out email notifications to staff on reminders, changes or upgrades
Attending necessary meetings
WFM and scheduling assistance
Batching
Handling of escalated customer situations
Handling agent inquires through online Slack Channel, support email and managers phone line
Tracking escalation questions from our team to identify trends for training/coaching purposes
Working Zendesk and social media responses
Maintaining work order entry knowledge with assisting customers during dedicated inbound times
Participating in leadership meetings
Conducting Customer Follow Ups
Assisting with testing and feedback on new processes and products
Traveling to assist at local offices within our group at the counter as needed
Other duties as needed