Customer Care Team Lead

Job Description

Job Description

The Customer Care Team Lead is responsible for providing excellent customer service while supporting the daily operations of the Customer Care team. This position serves as a subject matter expert and operational leader within the department, ensuring customer requests are handled efficiently, accurately, and professionally. In addition to performing the duties of a Customer Care Specialist, the Team Lead provides guidance, training, and support to Customer Care staff, helps manage workflow and acts as the primary escalation point for complex customer issues. This role works closely with leadership to drive continuous improvement, maintain KPI standards, and ensure consistent and positive customer experience across all communication channels.

The Customer Care Team Lead also helps ensure operational efficiency by monitoring team performancemetrics, assisting with process improvements, team coaching, and coordinating cross-departmental communication to resolve customer needs.

Benefits

At Van Ausdall & Farrar, our people are our number one asset. Our employees are the driving force that allows us to be successful now, and in the future. Below is an overview of our comprehensive benefits:

• Generous PTO
• 7 paid holidays + 1 personal holiday of your choosing
• Weekly Employee Engagement Activities
• Paid volunteer time
• Monthly Fitness Reimbursement
• Tip Lead/Business Referral Program
• Medical, Dental & Vision with corresponding Flexible Spending Account (FSA) and Health Savings Account (HSA)

What You'll Do

a. Handles Inbound calls, email requests and chat sessions from customers regarding products and services.

b. Accurately enters customer information, orders, and service requests into the computer system.

c. Completes data entry and ensures accuracy

d. Provides real-time support to Service Team

e. Applies advanced knowledge of ECI software to analyze customer data, optimize order processes, and support workflow improvements across departments pertaining to Printanista

f. Completes general office duties as requested or needed

g. Billing support for chargeable calls & supplies

h. Support other areas of the business by providing specialized reporting on as needed basis

i. Potentially act as primary contact for account(s)

j. Contact vendors/dealers in partnership for resolving customer issues

k. Will have a role in training new hires

l. Has a working knowledge of all aspects of the customer care department

m. Serve as the first point of escalation for complex customer issues and assist team members in resolving service challenges.

n. Assist with daily workflow management.

o. Provide guidance, mentorship, and support to Customer Care team to ensure consistent service quality.

p. Assist with onboarding and training of new hires within the Customer Care department.

q. Help maintain departmental documentation, procedures, and best practices.

r. Monitor team performance metrics and assist leadership in identifying opportunities for improvement.

s. Support the Director of Operations in maintaining service level agreements (SLAs) and key performance indicators (KPIs).

t. Identify trends in customer issues and partner with leadership to recommend process improvements.

u. Facilitate communication between Customer Care, Service, Sales, and other internal departments to ensure efficient resolution of customer needs.

v. Cross-train within the Document Conversion Center (DCC) to gain a broader understanding of that area of the business, allowing the Team Lead to provide operational support and backup coverage for leadership within the DCC when needed

What You Have

• Strong leadership presence with the ability to guide and support team members in a collaborative environment.

• Ability to manage time effectively while balancing personal workload and team support responsibilities.

• Ability to multitask and utilize multiple systems and screens simultaneously.

• Strong problem-solving skills with the ability to identify root causes and recommend solutions.

• Strong interpersonal skills with the ability to maintain professionalism, patience, and positivity with customers and coworkers.

• Ability to gather and synthesize detailed information through active listening and effective questioning.

• Knowledge and ability to work in a Microsoft Windows and Microsoft Office environment with multiple applications.

• Ability to read and follow detailed procedures and documentation.

• Ability to support process improvement and operational efficiency initiatives

What You'll Bring to the Role

• A high school diploma or equivalent.

• Demonstrated success working individually and in groups.

• Previous leadership of department head experience desired but not required

About VAF

Van Ausdall & Farrar is Indiana's leader in business office technology services since 1914. We provide Cloud Solutions, Cybersecurity, IT Managed Services, Copy & Print Solutions, Internet/ISP Services, Phones, Video Surveillance, Document Conversion, and much more. We are a privately-owned, Indianapolis based business whose mission is to provide value-driven technology solutions to meet the individual needs of our customers, while providing world-class customer service & making a positive impact on our community.

At Van Ausdall & Farrar Inc, we are committed to fostering an inclusive and welcoming environment. We are an equal opportunity employer (EOE) and evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. We encourage individuals of all backgrounds to apply, and we actively seek to promote a workplace where everyone feels valued, respected, and empowered to contribute their best. Please contact us to request reasonable accommodation to participate in the job application or interview process.

Ready to take your career to the next level? Apply today and join a team that’s redefining technology solutions for the modern workplace.