Customer Experience Team Lead

Customer Experience Team Lead at Pencor. About the role As the Customer Experience Team Lead at Pencor, you will play a pivotal role in shaping and enhancing the customer journey. This position requires a dynamic leader who can inspire a team to deliver exceptional service and foster strong relationships with our clients. You will be responsible for developing strategies that improve customer satisfaction, streamline processes, and ensure that our team meets and exceeds performance metrics. Your leadership will be essential in creating a customer-centric culture within the organization. Key facts Location: Lehighton, Pennsylvania Engagement: Full-time Salary: Competitive and commensurate with experience Visa: Not specified What you'll do Lead and mentor a team of customer service representatives, providing guidance and support to ensure high levels of performance and engagement. Develop and implement customer service strategies that enhance the customer experience and drive satisfaction metrics. Analyze customer feedback and service data to identify trends and areas for improvement, making data-driven decisions to enhance service delivery. Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a cohesive approach to customer engagement. Establish and monitor key performance indicators (KPIs) for the customer service team, providing regular reports to senior management on team performance and customer satisfaction levels. Conduct regular training sessions and workshops to enhance the skills of team members and keep them updated on best practices in customer service. Resolve escalated customer issues and complaints effectively, ensuring a positive outcome for both the customer and the company. Foster a positive team environment that encourages collaboration, innovation, and continuous improvement in customer service processes. Stay informed about industry trends and customer service technologies to ensure Pencor remains competitive in delivering exceptional customer experiences. Develop and maintain strong relationships with key clients, acting as a point of contact for high-value accounts. Create and distribute customer service policies and procedures, ensuring all team members are aligned with company standards. Participate in recruitment efforts to attract top talent to the customer service team, ensuring a diverse and skilled workforce. Requirements A minimum of 3 years of experience in a customer service or customer experience role, with at least 1 year in a leadership position. Proven track record of improving customer satisfaction and team performance metrics. Strong analytical skills, with the ability to interpret data and make informed decisions. Excellent communication and interpersonal skills, with the ability to build relationships with customers and team members alike. Experience with customer relationship management (CRM) software and other customer service tools. Ability to work in a fast-paced environment and manage multiple priorities effectively. A passion for delivering exceptional customer service and a commitment to fostering a customer-centric culture. Nice to have Experience in the telecommunications or technology sector is a plus. Familiarity with customer service training methodologies and best practices. Knowledge of project management principles and tools. Previous experience in a role that involved cross-departmental collaboration. Bilingual skills are an advantage, particularly in Spanish. Skills & tools Proficiency in CRM software, such as Salesforce or Zendesk. Strong Microsoft Office Suite skills, particularly in Excel and PowerPoint. Familiarity with data analysis tools and techniques. Excellent problem-solving abilities and a proactive approach to challenges. Strong organizational skills and attention to detail. Practical notes This position is based in Lehighton, Pennsylvania, and may require occasional travel for training or team-building activities. The salary for this role is competitive and will be determined based on experience and qualifications. Pencor is committed to creating a diverse and inclusive work environment and encourages applicants from all backgrounds to apply. #J-18808-Ljbffr Pencor