CC Customer Service Lead
About The Position
The Customer Service Lead will provide daily guidance, coaching, and support to Customer Service Associates. This role serves as the primary escalation point for complex customer inquiries and complaints, monitors team workload, queue management, and service levels, and assists leadership with onboarding and training of new team members. The Lead will reinforce customer-centric behaviors and service excellence standards, ensuring timely, accurate, and professional responses to customer inquiries. They will support the resolution of issues related to products, orders, shipments, installations, warranties, and claims, while promoting positive customer interactions that strengthen brand loyalty and drive the achievement of customer satisfaction and service quality goals. Additionally, the Lead will monitor phone, chat, email, and CRM case queues, ensure accurate documentation of customer interactions within Salesforce or other CRM systems, analyze trends in customer contacts to identify opportunities for process improvement, and support workforce planning and scheduling activities. This role also requires serving as a subject matter expert on James Hardie/AZEK product portfolios, maintaining knowledge of product specifications, applications, installation best practices, and warranty programs, and providing guidance to team members regarding technical customer questions.
Requirements
- Experience in customer service
- Experience with CRM systems (e.g., Salesforce)
- Knowledge of product specifications, applications, installation best practices, and warranty programs
- Subject matter expertise on James Hardie/AZEK product portfolios
Responsibilities
- Provide daily guidance, coaching, and support to Customer Service Associates.
- Serve as the primary escalation point for complex customer inquiries and complaints.
- Monitor team workload, queue management, and service levels.
- Assist leadership with onboarding and training of new team members.
- Reinforce customer-centric behaviors and service excellence standards.
- Ensure timely, accurate, and professional responses to customer inquiries.
- Support resolution of issues related to products, orders, shipments, installations, warranties, and claims.
- Promote positive customer interactions that strengthen brand loyalty.
- Drive achievement of customer satisfaction and service quality goals.
- Monitor phone, chat, email, and CRM case queues.
- Ensure accurate documentation of customer interactions within Salesforce or other CRM systems.
- Analyze trends in customer contacts and identify opportunities for process improvement.
- Support workforce planning and scheduling activities to maintain service levels.
- Serve as a subject matter expert on James Hardie/AZEK product portfolios.
- Maintain knowledge of product specifications, applications, installation best practices, and warranty programs.
- Provide guidance to team members regarding technical customer questions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
