Customer Service Lead

Job Duties and Responsibilities
Duties include but are not limited to:

• Develops, tracks and reports key performance measurements for the unit.

• Develops and implements process and procedures to improve operational efficiency.

• Oversees cross functional work areas targeted to resolve issues raised by customers.

• Manages the customer service operations, which deals directly with customers and is the first point of contact.

• Other duties as assigned.

Knowledge and Skills

• Knowledge of Microsoft Office products (Word, Excel, Outlook, etc.) at a proficient level.

• Knowledge of general office equipment (copier, fax, phone systems, etc.).

• Knowledge of typical business correspondence (grammar, structure, punctuation, spelling, etc.) at a proficient level.

• Knowledge of conflict resolution techniques at a proficient level.

• Professional communication skills (phone, interpersonal, written, verbal, etc.).

• Professional customer service skills.

• Self-motivated, proactive, detail oriented and a team player.

• Time management and time critical prioritization skills.

Education and Experience

• Bachelors Degree Preferred

• 5 - 7 years of directly related or closely related experience

• 3 - 5 years of Management and/or Supervisory experience

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