CWR-Lead

Job Title: Lead, Customer Service Rep
Location: North Largo, FL
Duration: 6 Months Contract (high possibility for extension / conversion )
SHIFT DETAILS: Schedule will vary 7am - 4pm, 8am - 5pm, 9am - 6pm, 10am - 7pm. Facility operates Monday - Saturday and days off are rotated.

Job Descroption :
Manager Comments on Role: Customer service lead will need to be someone who is a quick learner and a problem solver. Computer skills is a must.

As a Lead, Customer Service Rep you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

What your day-to-day will look like:

• Directly lead day-to-day operations and activities of a customer service team in order to achieve key performance goals

• Support the building and developing of an effective and high-performance team

• Maintain daily and weekly statistics for individual direct reports

• Analyze department results

• Troubleshoot operational problems

• Complete team reports as required

• Identify and analyze escalated problems and provides guidance to direct reports for resolution

• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

What you'll need to excel:
At a minimum, you'll need:

• 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience

• Experience with Microsoft Office (Word, Excel, & Outlook)

It'd be great if you also have:

• Experience in a call center environment

• Bilingual English/Spanish

• Strong customer service skills and the ability to satisfactorily resolve issues

• Solid ability to multitask with exceptional organizational skills

• Ability to thrive under pressure while delivering solutions that exceed customer expectations

In this role, you'll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers.