Job Overview:
As the Customer Support Team Lead at Pro-Vigil, you will play a pivotal role in supporting the daily operations of our contact center and providing support to our Customer Success organization. Your responsibilities will include handling customer comments and complaints, ensuring a positive customer experience, and strengthening the relationship between Pro-Vigil and our clients.
Key Responsibilities:
- Support a team of Customer Success Associates, including handling escalations according to established Service Level Agreements (SLAs) as their first level of escalation
- Lead and facilitate training sessions for new hires, ensuring a comprehensive understanding of Pro-Vigil products, services, and customer support processes.
- Review and update existing training materials, creating new content as necessary to enhance team knowledge and performance.
- Oversee escalated credit calculations and processing for all customer accounts.
- Collaborate with the leadership team on new projects and initiatives as required.
- Assist the Supervisor in monitoring team performance daily to ensure adherence to service level expectations, analyze trends, generate reports, and provide recommendations for continuous improvement.
- Keep the team informed and trained on upcoming policy and procedure changes.
- Effectively manage daily workload distribution among team members.
- Perform other duties as assigned to support the overall goals of the customer support department.
Qualifications:
Customer Service Experience: Proven ability in providing excellent customer service, handling inquiries, and effectively resolving customer issues to ensure satisfaction and retention.
Strong Communication Skills: Clear and effective communication both verbally and in writing, essential for interacting with customers, guiding team members, and collaborating across departments.
Leadership Potential: Demonstrated potential to lead and motivate a team, whether through previous leadership roles, project management experience, or effective collaboration within teams.
Problem-Solving Skills: Ability to analyze situations, identify solutions, and implement them promptly and effectively, crucial for addressing customer challenges and supporting team members.
Technical Proficiency and Empathy: Basic familiarity with relevant tools (such as CRM systems) and a strong ability to empathize with customers, understanding their needs and concerns to deliver personalized support and maintain positive relationships.
Requirements:
- HS/Diploma/GED Required
- Stable Work History
- Ability to successfully pass background check and drug screen is required