Customer Service Team Lead

Swift Staffing Group•Lakewood, NJ

11d•Onsite

About The Position

Our client is seeking an experienced Customer Service Team Lead to join their team in Lakewood, NJ. This is a full time, in office position for a motivated professional who is passionate about customer satisfaction and enjoys leading by example. The Customer Service Team Lead will oversee the daily operations of the customer service department, provide guidance and support to team members, monitor performance, and help resolve escalated customer concerns. The ideal candidate has strong leadership skills, extensive customer service experience, and is highly proficient in Zendesk. This is an excellent opportunity for a customer focused professional looking to take the next step in their leadership career.

Requirements

5+ years of customer service experience required
Previous team lead or supervisory experience required
Proficiency with Zendesk required
Excellent communication and interpersonal skills
Strong leadership and problem solving abilities
Ability to manage multiple priorities in a fast paced environment
Strong organizational and time management skills

Nice To Haves

Proficiency in Microsoft Office Suite preferred

Responsibilities

Lead, coach, and support the customer service team to deliver exceptional service
Monitor daily team performance and ensure service goals are achieved
Handle escalated customer inquiries and resolve complex issues professionally
Train and onboard new customer service representatives
Utilize Zendesk to manage support tickets and monitor workflows
Ensure timely and accurate responses to customer requests
Identify opportunities to improve customer service processes and efficiency
Collaborate with other departments to resolve customer concerns
Track team metrics and prepare performance reports for management
Foster a positive, collaborative, and customer focused work environment