Customer Service Lead
Posted Updated
- High School diploma or GED required; Any college is a plus.
- Must be 18 years of age or older.
- 5 year of customer service experience.
- Schedule will include weekends and holidays. Peak season overtime will be required.
- Strong communication skills, both written and verbal, with the ability to communicate clearly and professionally.
- Advanced problem-solving skills to identify and resolve customer issues quickly and effectively.
- Strong computer skills, including proficiency in MS Word, Outlook, Excel, and PowerPoint.
- Ability to maintain professionalism and empathy, ensuring customer satisfaction in all interactions.
- Proven experience in guiding, motivating, and developing team members to achieve performance goals.
- Ability to handle escalated customer situations with diplomacy and professionalism.
- Analytical skills to assess customer data and escalated cases, identify root causes, and implement improvements.
- Experience in building partnerships with other departments and gaining a deep understanding of department operations.
- Ability to identify inefficiencies and lead initiatives to streamline operations and improve performance.
- Detail-oriented with accuracy in analyzing data, resolving issues, and following through on resolutions.
- Ability to adapt to changing priorities and customer needs in a dynamic, fast-paced environment.
- Experience in conducting training sessions, workshops, and coaching to improve agent performance.
- Self-motivated with a strong desire to continuously improve operations and drive success.