Customer Relations Agent Lead - Remote

Race Communications•San Francisco, CA

4d•$25 - $28•Remote

About The Position

The Customer Relations Agent Lead will be responsible for ensuring that our customers receive prompt and courteous service, managing and resolving escalating customer issues, and identifying opportunities to improve customer satisfaction. They will work closely with cross-functional teams to develop and implement strategies to enhance the customer support experience. They will also act in a supervisory role for the Customer Relations Agent team, answering associate questions and assessing performance in cooperation with the Customer Support Manager.

Requirements

Eligibility for US Employment without sponsorship
Minimum of 18 years of age
2+ years of experience in customer support, with a focus on managing customer support teams
Track record of successfully managing multiple priorities and met 95% of deadlines consistently over the 12 months
Track record of resolving 90% of complex customer issues within 24 hours, leading to a 15% increase in customer satisfaction
Thorough knowledge of customer service best practices and strategies, with a proven track record of implementing effective solutions
The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication
Proficient use of MS Office applications including Teams, Word, and Excel
Functional use of common office equipment, computers, and office software

Nice To Haves

Experience with customer support software and tools, such as Zendesk or Salesforce is a plus
Familiarity with customer support metrics and analytics, such as Net Promoter Score (NPS)
Proficiency in Spanish Language desirable

Responsibilities

Supports team of customer relations agents, providing coaching, training, and mentoring as needed
Acts as liaison between customer relations agent team and customer support management
Leads by example and follows guidelines and policies outlined in the Race Communications Employee Handbook
Helps management to monitor and analyze customer support metrics, identifying opportunities for improvement and implementing strategies to enhance customer satisfaction
Responds to and resolves escalated customer issues, ensuring that customers receive prompt and courteous service
Develops and maintains strong relationships with key customers, serving as their primary point of contact for support-related issues
Works closely with cross-functional teams to develop and implement customer support strategies and initiatives
At the direction of management, helps to manage customer support projects and initiatives, ensuring that they are completed on time and within budget
Develops and maintains customer support policies and procedures, ensuring that they are up-to-date and aligned with best practices
At the direction of management, helps to manage customer support projects and initiatives, ensuring that they are completed on time and within budget
Monitors customer support tickets to make sure customer issues are resolved in a timely and efficient manner
During times of high interaction volume, takes direct customer interactions to assist the customer relations agent team and ensure customers receive timely service
When needed, assist customer relations agent team with support of field technicians completing on-site installs and troubleshooting
Other duties as assigned.
Adheres to team procedures and guidelines, as well as policies outlined in the Race Communications Employee Handbook.
Provides support in identifying training needs and supports professional development initiatives to enhance team skills and performance. Helps onboard and mentor new team members to ensure they are equipped with the knowledge and skills needed to perform their roles safely and effectively.
Provides support to team members on various team matters, ensuring alignment with organizational policies and applicable laws.
Collaborates with team members to maintain a positive work environment by fostering open communication, addressing minor conflicts, and escalating issues as needed.
Helps ensure team members have the tools and resources needed to succeed, assisting in tracking progress toward goals and providing status updates as requested.
Assists in maintaining compliance with company policies, procedures, and regulatory requirements, ensuring team alignment with organizational standards.