Journeys - Customer Service Team Lead

Journeys - Customer Service Team Lead

As the Customer Service Team Lead, you will manage team performance to achieve and exceed the established service levels and performance metrics while simultaneously creating a positive and engaging experience for customers and team members. This position coaches, mentors, and develops a team of customer service oriented and quality-focused individuals to support and promote the Journeys brand. You will also work closely with your manager to establish a feedback-rich environment for individual team members' development and growth.

Please Note: This role does not provide relocation assistance.

Job Responsibilities

• Lead and direct the daily activities of a team and assist team members as needed to resolve problems and complete tasks.
• Ensure service levels are maintained amongst the Customer Service Team while monitoring that all KPI expectations are met or exceeded.
• Observe and evaluate team member performance, complete quality assurance and performance reviews, and establish individual training, improvement, and development plans.
• Provide prompt direction, correction, coaching, and counseling when needed.
• Monitor and audit interactions between team members and customers to ensure productivity, process, and quality assurance standards are met.
• Work cross-functionally with internal teams to ensure a seamless customer experience and to enhance team performance.
• Convey information to your team effectively and efficiently.
• Perform other necessary duties upon manager request.

Qualifications and Skills

• Ability to work as a part of a team focused on servicing our customers and improving the efficiency of all operations functions as well as ability to work independently.
• Strong interpersonal skills, being approachable, self-motivated, and ability to interact in a positive and respectful manner.
• Ability to learn and navigate multiple systems and processes.
• Knowledgeable of all relevant customer service standards and procedures.
• Ability to explain a complex process in an easy-to-understand manner.
• Strong communication skills (verbal, listening, and written).
• Excellent typing and computer navigation skills.
• Demonstrates strong time management, adaptability, problem-solving, and multi-tasking skills in a fast-paced environment.

Job Requirements

• High school diploma or equivalent.
• Meets all KPIs in current position.
• Must have at least 1 year's previous Team Lead experience or a minimum of 6 months' internal experience in the Customer Service Specialist role.
• Certified in all Tiers preferred.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.