Required Skills & Experience
- 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
- Strong Experience with Microsoft Office applications with a focus in Excel but also (Word & Outlook)
- 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
Job Description
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 organize and supervise 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 with delivery teams
• 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
Pay rate: 20-21/hr and 1.5x for overtime based off years of experience, qualifications, and education/certifications