Customer Service Team Lead

Customer Service Team Lead

At National Business Furniture (NBF), we believe in the power that inspiring spaces can have to help people achieve big things. We have worked with hundreds of thousands of businesses across the country – from startups to Fortune 500 companies – to equip their workspaces with beautiful, comfortable, and functional furniture for 50 years.

We're seeking a motivated Customer Service Team Lead to help drive team success. This role will partner closely with management to support departmental projects and daily operations while serving as a trusted resource for team members. The Team Lead will provide ongoing coaching, training, and feedback to help ensure a positive and productive team environment.

This role presents an excellent opportunity for individuals interested in developing their leadership skills. As a Team Lead, you will gain valuable experience, expand your skill set, and play a key role in providing guidance, support, and assistance to the Customer Service Specialists Team.

Here's a general overview of what you'll be doing:

• Day-to-day customer service tasks such as answering customer calls, emails, and conduct customer follow-ups
• Oversee coverage throughout the day; flexing when short staffed to necessary team – case or phone/webmail coverage as needed
• Act as first point of contact for escalations
• Assist in facilitating of new hire training, through delivering modules and connecting
• Maintain help chat with front line group
• Connecting with front line group as needed to identify coaching opportunities
• Build and maintain relationships both internally and externally
• Provide thoughtful feedback to team members
• Proven experience maintaining personal workload

What we're looking for:

• 3-5 years of experience in a customer service role
• Proven experience working efficiently in Microsoft Office 365
• Demonstrated problem solving experience in exceeding customer's expectations
• A can-do, optimistic attitude
• Experience managing multiple projects
• Order Management System (OMS) Management
• Experience with customer de-escalations
• Clear understanding of Customer Service processes
• Results driven
• Proven experience maintaining personal workload
• Someone who is self-motivated and driven

It would also be nice to have:

• Experience with Salesforce and/or other CRM platforms
• One year of experience in a Customer Service Lead role

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance seeking a job opportunity at National Business Furniture or if you need reasonable accommodation with the application process, please call View phone number on click.appcast.io or contact us at View email address on click.appcast.io.