Customer Service Team Lead

365 Retail Markets • Malvern, PA

7h

About The Position

365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company’s all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond. As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers.

Requirements

• Must have a minimum of six (6) months of experience working within or in direct support of the Customer Service team.
• Must have maintained a satisfactory disciplinary record, with no verbal or written corrective actions within the past six (6) months.
• Must have achieved satisfactory quality performance, with no failing Call or Case Calibration scores within the past six (6) months.
• Must have maintained a strong customer service record, with no substantiated customer or internal complaints within the past six (6) months.
• Consistently meets or exceeds established Key Performance Indicators (KPIs) and other performance expectations established by management.
• Demonstrates strong leadership potential through a willingness and ability to mentor, support, and assist fellow Client Service Representatives while fostering a collaborative team environment.

Responsibilities

• Continued responsibilities of Client Service Specialist.
• Helping Team Supervisor(s) ensure your assigned team regularly meets goals assigned by management.
• Helping Team Supervisor(s) ensure your assigned team regularly meets Weekly, Monthly, Quarterly, and Annual KPI or other performance metrics assigned by management
• Helping Team Supervisor(s) ensure your assigned team understands and is trained on new processes and features
• Act as an escalation point for customer issues and/or questions
• Helping team members answer difficult support questions.
• Be part of special projects as needed and dictated by the Manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed