Customer Service Lead

Mario Purchaser LLC•Federalsburg, MD

47d•Onsite

About The Position

The Customer Service Lead is responsible for driving successful individual and overall team performance results by onboarding and training CSRs, coordinating ongoing training, directing daily service center tasks, handling customer issues and escalations, collaborating with other departments, and mentoring the customer service team, ensuring an important level of customer service.

Requirements

Experience in leading, motivating and encouraging individuals/teams to success in support of Company’s objectives
Excellent oral and written communication skills
Strong leadership abilities that display confidence, decisiveness, and ability to remain objective
Able to manage challenging customer situations with professionalism and empathy
Able to multi-task
Strong problem solving and organizational skills
Proficiency in customer service software and tools
Able to work in a fast-paced environment and under pressure while exuding flexibility and resourcefulness when faced with challenges
Exceptional Customer Service skills
Superior telephonic skills
Professional and able to collaborate with other internal staff
Self-starter with strong self-accountability mindset in achieving set individual and team goals
High School diploma or equivalent
Minimum of 3 years in a dynamic customer service role
Microsoft Excel experience

Nice To Haves

Associates or Bachelor’s degree in Business Admin/Management or related field
1-year supervisory experience
Sales Experience

Responsibilities

Onboarding and training of new and experienced CSRs
Monthly work schedule development, daily schedule adherence and workload management, and attendance
Anticipate and handle customer escalation calls and work order/account issues
Monitor customer feedback for appropriate internal communication and resolution
Serve as point of contact with other departments to ensure that customer requests are handled effectively
Communicate with IT to alert them to any systems issues or request systems changes as necessary
Maximize overall call-handling efficiency and minimize call-handling errors by identifying processes that need improvement and working with Customer Service Manager (CSM) to implement changes
Improve overall team success by gathering performance data to develop/modify training, communicate with CSM for CSR development and upper management reporting
Foster a high level of employee engagement and teamwork by working with CSM to promote monthly contests, implement service center improvements, and organize informative and fun monthly team meetings
Keep upper management informed on any issues or roadblocks to success
Completing projects for CSM as needed
Work cross functionally with dispatchers to ensure customer is fully taken care of
Maintain up-to-date knowledge of company products and services
Other duties as assigned