Customer Service Operator Lead - USTA Retail Merchandise

Aramark•New York, NY

8d•$25 - $30•Onsite

About The Position

The Customer Service Lead Representative is responsible for delivering exceptional customer service while providing day-to-day leadership and support to a team of customer service representatives. This role serves as the primary point of contact for escalated customer concerns, and helps ensure service standards, productivity goals, and customer satisfaction objectives are achieved.

Requirements

Interpersonal communication skills to ensure positive interactions with customers
Analytical and problem-solving skills to diagnose problems and recommend effective solutions
Multitasking and organizational skills to work on multiple issues at one time
Active listening and communication skills to provide concise answers to inquiries
Time-management skills to respond to customer emails, calls and web chat messages promptly
Teamwork skills to collaborate with representatives and coworkers in other departments
Ability to remain upright and stationary for long periods during a shift
Technical skills to use voice-over-IP phones and customer records management, word processing, database, email and chat software programs
High School Diploma or GED required.
2–5 years of customer service experience.
Experience handling escalated customer issues.

Nice To Haves

Associate's or Bachelor's degree in Business, Communications, or a related field preferred.
Previous experience serving as a team lead or senior customer service representative preferred.

Responsibilities

Respond to customer inquiries via phone, email, chat, or in person.
Resolve complex customer issues and escalations in a timely and professional manner.
Ensure customers receive accurate information regarding products, services, policies, and procedures.
Monitor customer interactions to maintain a high level of service quality.
Follow up on customer concerns to ensure satisfactory resolution.
Serve as a resource for escalated customer concerns and operational questions.
Lead by example in professionalism, customer engagement, and problem-solving.
Support supervisors and managers with daily operations and workflow coordination.
Maintain accurate customer records and service documentation.
Identify trends, recurring issues, and opportunities for process improvement.