Customer Service Lead - Call Center

Customer Service Lead

PeopleShare has an opening with a client for a Customer Service Lead role in Runnemede, NJ. This candidate should have previous leadership experience within a call center environment.

Location: Runnemede, NJ 08078

Duration: 3 month contract-to-hire

Schedule: Monday-Friday, 8:00 AM - 5:00 pm

Pay: $20-24/hr

Responsibilities

• Ability to solve a range of straightforward problems.
• Knowledge of Ethos policies and procedures.
• Demonstrate clear and effective verbal communication skills in all interactions with team members, customers, and leaders of the business.
• Gather and assess customer information, such as order details, account histories, and product inquiries, to provide accurate solutions.
• Utilize excellent phone communication skills to manage inbound and outbound customer calls effectively.
• Manage multiple tasks simultaneously, such as processing orders, responding to inquiries, and updating customer records, while maintaining a high level of accuracy.
• Maintain detailed records of orders, issues, and feedback to track customer histories and identify opportunities for service improvement.

Lead Responsibilities

• Foster a team-oriented environment by working closely with Customer Service Associate to improve overall team performance and ensure a cohesive, high-functioning team. Encourage collaboration and open communication among team members to solve problems and deliver exceptional customer service.
• Act as a key point of contact for team members, providing them with relevant information and guidance as needed with company policies, updates and promotions.
• Continuously assess existing processes, workflows, and customer interactions to streamline operations, reduce cost and implement solutions to optimize efficiency.
• Handle complex customer issues with a high level of expertise and professionalism. Resolve challenges and deescalate customer concerns in a timely manner.
• Help the Customer Service Manager manage, hire, motivate, coach, and develop a team of CSRs, ensuring they maintain high levels of productivity and morale. Lead by example providing coaching and guidance.
• Work with the Customer Service Manager with addressing performance issues with a constructive approach, providing feedback and coaching to improve performance.
• Able to strike the appropriate balance between advocating for the customer and Ethos wellbeing. Works for win-win outcomes.

Experience

• One-Two Years working in a Customer Service role
• One-Two Years in a Leadership role
• Must be able to communicate clearly in English both verbally and in writing
• Proficient in computer skills, IE Microsoft, Outlook, Excel
• Possess general knowledge of an office environment and tasks associated with such.