Customer Service Team Lead

TalentReef • Denver, CO

1d • Hybrid

About The Position

In this role, you will monitor inbound and outbound queues to ensure SLA goals are being met. You will coach, lead, and manage a small team of customer service representatives who are serving our customers. You will be expected to be on phone calls during high volume and/or emails/chat. A Day in the Life includes assisting with the onboarding of new hires within the CS department, administering ongoing training to ensure the team's system knowledge is comprehensive and up-to-date, and fielding questions, comments, and concerns from CSRs to increase knowledge and maintain performance within the department. You will also be responsible for scheduling and hosting one-on-one monthly check-ins with CSRs to assist with career path development and preserve an ongoing rapport with their direct reports. This role oversees reach out assignments, providing training materials, phone line support during high volume, and communicating with other departments to ensure client requests are met in a timely manner.

Requirements

• 1 year of advanced system knowledge within the TalentReef software
• 1+ year of MS Office experience
• Highly organized
• Ability to work in a fast-paced environment
• Flexible attitude that can adapt to new situations
• Excellent communication skills
• Ability to multi-task
• Capacity to ingest, analyze and process new information to respond

Nice To Haves

• Previous leadership experience a plus

Responsibilities

• Monitor inbound and outbound queues to ensure SLA goals are being met.
• Coach, lead, and manage a small team of customer service representatives.
• Be on phone calls during high volume and/or emails/chat.
• Assist with the onboarding of new hires within the CS department.
• Administer ongoing training to ensure the team's system knowledge is comprehensive and up-to-date.
• Field questions, comments, and concerns from CSRs to increase knowledge and maintain performance.
• Schedule and host one-on-one monthly check-ins with CSRs for career path development and rapport.
• Oversee reach out assignments.
• Provide training materials.
• Provide phone line support during high volume.
• Communicate with other departments to ensure client requests are met in a timely manner.

Benefits

• Flexible Time Off (Unlimited)
• Competitive Health Benefits
• Free RTD EcoPass
• Subsidized parking
• Kitchen stocked with snacks, Kombucha and Cold Brew on tap
• Career Journey planning and employee recognition
• Numerous options to get involved and collaborate, including giving back to our local communities, staying fit, joining our cultural networks, and having fun and celebrating together!

What This Job Offers

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