Customer Service Team Lead

Customer Service Team Lead Department: Commercial Operations Reports to: Customer Service Manager FLSA Status: Non-exempt Job Summary The Customer Service Team Lead serves as a senior staff member to support the day-to-day customer service operations while providing oversight and supervising the customer service team. The Customer Service Team Lead is responsible for driving team participation in the implementation of sales initiatives that enhance customer growth and retention. In addition to frontline account responsibilities, this role supports team performance through training, process improvement, and operational efficiency initiatives as assigned by the Customer Service Manager. Duties & Responsibilities Process new service requests, account changes, service disconnects, and special deposit requirements accurately and in accordance with established company procedures. Assist customers with billing inquiries, account discrepancies, and payment questions; research and resolve issues in a timely and professional manner, escalating complex situations to the Customer Service Manager as appropriate. Investigate and evaluate credit references for new customers in accordance with company policy and applicable guidelines. Actively promote West Carolina services, packages, and promotions to new and existing customers; identify opportunities to connect customers with solutions that address their needs. Maintain accurate and complete customer account records, service applications, and documentation within company systems. Assist the Customer Service Manager with day-to-day team oversight, including serving as a first-level resource for team questions, supporting workflow management, and helping ensure consistent adherence to service standards and procedures. Perform and oversee various administrative and operational processes, including billing processes, non-pay disconnects, and other routine system procedures. Monitor to ensure completion is accurate and within established timeframes. Assist with development, setup, testing, and maintenance of system codes, business rules, and related configurations. Support implementation of new processes and procedures to improve operational efficiency and accuracy. Provide operational and administrative support to other departments as needed. Support the onboarding and training of new Customer Service team members; serve as a knowledge resource and procedural guide for less experienced staff. Assist with special projects related to team training, process documentation, and operational efficiency improvements as assigned by the Customer Service Manager. Identify recurring customer issues, procedural gaps, or workflow inefficiencies and communicate findings and recommendations to the Customer Service Manager. Performs other duties as assigned by management. * The duties and responsibilities outlined herein are intended to describe the general nature and level of work performed by employees in this position. This list is not exhaustive, and the employee may be required to perform other duties as assigned to meet the organization’s needs. Knowledge, Skills, & Abilities Knowledge of customer service principles and best practices, with the ability to deliver consistent, professional, and courteous experience across all customer interactions. Knowledge of residential telecommunications products, services, billing practices, and account management procedures sufficient to accurately process transactions and respond to customer inquiries. Knowledge of basic credit evaluation procedures and the ability to apply established company guidelines when assessing new customer accounts. Skill in operating customer account management systems, billing platforms, and standard office software including Microsoft Office Suite. Skill in oral and written communication; ability to explain billing statements, service options, and account information clearly and professionally to residential customers. Skill in identifying customer needs and matching them with appropriate services, promotions, and solutions. Ability to assist with team oversight responsibilities, including serving as a workflow resource, supporting less experienced staff, and helping maintain consistent team performance standards. Ability to manage a high volume of customer interactions and administrative tasks simultaneously while maintaining accuracy and attention to detail. Ability to identify process gaps and recurring issues and communicate improvement recommendations clearly to management. Ability to handle difficult customer interactions with patience, professionalism, and sound judgment; ability to de-escalate concerns and reach satisfactory resolutions within established guidelines. Ability to maintain strict confidentiality of customer account information, financial data, and company records. Education & Experience Minimum Requirements: Valid driver’s license. High school diploma or equivalent. 2 + years experience in a customer service, account management, or billing role. Preferred Qualifications: Associate’s degree in Business, Communications, or a related field. Prior experience in a lead, senior, or team support role. Working Conditions & Physical Requirements Must be able to attend meetings, events, and training sessions outside of normal business hours as required. Travel and overtime as required with the ability to report to all office locations within service territory. Must be able to communicate and collaborate with coworkers and various business partners virtually, face-to-face, and over the phone. Work is primarily performed in an office environment, and the noise level is typically moderate, consistent with a professional office environment. Must be able to remain in a stationary position for prolonged periods of time. Must be able to operate computer and other office equipment. Must be able to lift up to 20 pounds at times. *To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. West Carolina is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, marital status, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law. #J-18808-Ljbffr Wctel