Customer Service Lead
- 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.
- Demonstrate effective, clear and professional written and oral communication.
- Provide real-time support and guidance to frontline agents, ensuring they effectively handle challenging customer inquiries.
- Manage escalated customer calls, conducting thorough investigations and utilizing advanced problem-solving skills to deliver timely and effective resolutions.
- Analyze root causes of escalations and implement proactive solutions to prevent recurrence.
- Maintain professionalism and empathy in all customer interactions, actively listening to concerns and ensuring customer satisfaction.
- Collaborate with cross-functional teams to enhance service delivery, resolve customer issues, and drive process improvements.
- Lead and contribute to process improvement initiatives, working on projects that enhance efficiency and customer experience.
- Share insights from escalations to refine products, services, and operational strategies.
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