Customer Support Team Lead

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About Us

Richmond Professional Lab is a commercial photofinishing lab located at 7545 Midlothian Turnpike. We edit, print, and ship photo-related orders for over 2500 professional photography studios operating in all 50 states. We maintain a broad product line, which includes small and large format photographic prints, canvas wraps, vinyl banners, t-shirts, holiday cards, ornaments, and mugs. We value inclusivity within the workplace and pride ourselves in our diverse and welcoming staff.

WE ARE SEEKING TO FILL A CUSTOMER SUPPORT TEAM LEAD POSITION WITHIN OUR CUSTOMER SUPPORT DEPARTMENT:

We are looking for an Customer Support Team Lead to help with the overall successful functionality of the Customer Support Department. We work in a fast-paced environment and are passionate about finding ideal candidates to help our organization succeed. Our goal is to create a motivated and positive workspace with associates who are eager to learn and grow. We maintain a staff of over 100 permanent associates, plus as many as 200 seasonal associates depending on the time of year. Our business is highly cyclical, with two busy seasons per year - spring and fall.

The Customer Support Team Lead position is responsible for the daily completion of the area's standard operating procedures (SOPs), as well as the organization and delegation of required tasks for all Outbound Support Representatives. The Customer Support Team Lead reports to the Customer Support Manager and is dedicated to providing immediate and ongoing assistance to Richmond Professional Lab customers by addressing questions and concerns originating from the lab department. This is a great opportunity to develop your leadership skills and to play a vital role in delivering and sustaining profitable growth.

Job Responsibilities:

• Obtain and demonstrate a mastery of all Customer Support SOPs and consistently adhere them to set an example for all associates.
• Assess Outbound Support-specific goals and delegate tasks to emphasize priorities within the Support Department, ensuring solutions are discovered and enacted within a timely manner.
• Provide insight and support regarding all ordering platforms and processes for customers.
• Become a Subject Matter Expert (SME) regarding all Customer Support and Richmond Professional Lab's products, services, workflows, timeframes, and company standards of excellence.
• Clearly communicate internally and externally regarding all aspects of Outbound Customer Support, which can include but is not limited to issues with submitted orders, incorrectly ordered products, turnaround time modifications, and the confirmation of potential spelling and cropping errors.
• Assess area goals and ensure workflows stay organized on a daily basis.
• Delegate responsibilities and monitor performance of team members within the area on a daily basis.
• Assist in the training and development of new Outbound Support Representatives.

Job Skills & Qualifications:

• Advanced leadership, team management, and problem-solving skills.

• Strong written and verbal communication skills.

• High attention to detail and a focus on continual improvement.

• Excellent interpersonal skills in dealing with reports and co-workers.

• Capacity to work in a fast-paced environment where a high sense of urgency is standard.

• Ability to work independently to meet stated objectives with minimal management input.

• Lead by example; however, a willingness to take direction, learn, and accept guidance is vital.

• Adept with software and computer skills.

• Excellent time management skills and ability to multi-task and prioritize work.

Education and Experience:

• High school diploma required, Bachelor's Degree preferred.

• At least 2 years' experience in providing customer support is required.

• Minimum of one (1) year of leadership experience required.

To be effective in this role, the applicant must be willing and capable of addressing the needs of the area and department in terms of both a technical component and leadership components.