Customer Service Team Lead

Howden•Dallas, TX

7d•Onsite

About The Position

At DUAL North America, our core values dictate how we live and work. We are a group with independence and people at its heart and we are a home for talent with a unique culture: the biggest small company in the world. The focus on being a People First business has always been at the very heart of the Group; Our vision was to create an independent business with a unique culture and one that would survive and thrive as a business controlled by the people working for it. And finding the most talented and entrepreneurial people to join the Group has been and will continue to be key. DUAL North America, Inc. is seeking a Customer Service Team Lead.

Requirements

High school diploma or equivalent.
Minimum of 3-5 years of customer service experience.
Proven leadership and supervisory skills.
Excellent written and verbal Communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Proficiency in using customer service software and Microsoft Office Suite.
Ability to handle high-stress situations with professionalism and empathy.
Demonstrated ability to work independently and as part of a team.

Nice To Haves

Experience in leading special projects and process improvement initiatives is a plus.

Responsibilities

Supervise and support the customer service team, ensuring efficient and effective handling of customer inquiries and issues.
Address and resolve complex and escalated customer inquiries and complaints.
Mentor and train CSR 1 and CSR 2 team members, fostering a collaborative and high-performing team environment.
Maintain accurate and comprehensive records of team member interactions.
Collaborate with other departments to resolve customer issues and improve serve processes.
Stay informed about industry trends, company policies, and regulatory changes.
Identify opportunities for process improvements and lead team initiatives.
Lead special projects aimed at advancing the organization’s goals, such as developing new customer service protocols, implementing new technologies, or enhancing training programs.
Monitor and report on team performance, providing feedback and implementing strategies for continuous improvement.