Team Lead, Customer Service
About The Position
The Team Lead of Customer Service will play a pivotal role in fostering collaboration across the organization to craft and deliver an exceptional customer experience, setting Plymouth Rock apart as a premier service provider. This individual will cultivate a culture that embodies our brand values and will collaborate closely with supervisors to optimize our resources for maximum efficiency and quality. They will be a proactive problem-solver, consistently upholding the highest standards of service, adaptability, dedication, and respect in all interactions with customers and colleagues alike. Additionally, the Team Lead will have involvement across all lines of business and may, on occasion, act as a representative for the Supervisor or Director of Customer Service. Candidates must maintain a record of good standing, with no attendance issues or warnings in the past 12 months.
Requirements
- Familiarity with Plymouth Rock products is a necessity.
- Demonstrated ability to adapt gracefully and maintain a positive outlook in an ever-evolving environment.
- Possesses outstanding organizational abilities.
- Exhibits exceptional analytical, critical thinking, and problem-solving capabilities.
- Demonstrates excellent written and verbal communication skills.
- Can effectively manage multiple tasks and thrive under pressure.
- Possesses strong listening skills and exercises sound judgment while delivering superior service to our agents and customers.
- Proficiency in computer usage, including the Microsoft Office Suite, is essential.
- Must maintain a record of good standing, with no attendance issues or warnings in the past 12 months.
Nice To Haves
- A four-year college degree and possession of a P&C license are preferred.
- Previous or current experience in a customer-facing capacity is highly valued.
Responsibilities
- Cultivate a team-oriented environment that prioritizes responsiveness to customers and upholds a commitment to quality.
- Empower staff through continuous feedback, personalized coaching, and ongoing training initiatives.
- Proactively address key issues identified in Call Reports and Customer Surveys, implementing streamlined processes for effective communication, tracking, and resolution of root causes.
- Provide hands-on support in call handling and daily departmental tasks to ensure adherence to service level agreements.
- Monitor call queues to ensure team members are adhering to their schedules effectively.
- Uphold service level standards for non-call tasks consistently, including text and emails.
- Mentor and train both new hires and existing associates in alignment with departmental procedures, regulatory requirements, and significant process enhancements.
- Contribute to the documentation and maintenance of departmental procedures.
- Become a subject matter expert in departmental procedures and guidelines, offering valuable feedback for potential improvements.
- Remain accessible and approachable to address escalated issues, complaints, questions, and inquiries thoughtfully.
- Demonstrate the ability to work independently.
- Maintain availability to work all shifts as needed.
- Undertake additional duties and special projects as assigned with enthusiasm.
Benefits
- Employees thrive in our empowering environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
