Customer Care Lead

Job Description

Job Description

Description:

JOB SUMMARY: 

As the Customer Care Lead, you will play a pivotal role in leading our customer care team to deliver outstanding support and build lasting customer relationships. You will be responsible for providing support to the Customer Care Supervisors, guiding the team, and ensuring that service standards are consistently met. This is an excellent opportunity for a customer-focused professional with leadership experience in a contact center environment. 

Schedule: 9AM-5:30PM - Monday - Friday - No Weekends.

PRIMARY DUTIES AND RESPONSIBILITIES: 

• The below listing of essential functions is not an inclusive listing of all duties that may be requested to be performed by supervisor or manager. 
• Help to create a supporting and consistent work environment, focused on the highest level of customer service and care. 
• Monitor and provide timely constructive feedback to Customer Care Specialists.
• Address all Customer Care Specialist and customer inquiries in a timely manner, without delay. 
• Monitor staff performance by observing all communication channels to ensure that the customers are getting our expected level of service. 
• Provide back-up for all order processing functions. 
• Coordinate and complete department projects as assigned. 
• Have a full understanding of the opening and closing procedures of the call center and assists when needed. 

SECONDARY DUTIES AND RESPONSIBILITIES: 

• Assist in maintaining Department Records. 
• Participation on project teams as appropriate.
• Assist in other support areas as assigned. 
• The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed. 

Requirements:

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must be a self-starter with the abilities to find answers and make independent decisions. 
• Strong communication skills, both verbal and non-verbal, are a necessity. 
• Even tempered, with the ability to relate to all types of people and personalities. 
• Positive outlook with a "can do" attitude. 
• Ability to be professional and tactful while working with and/or during training of both new and experienced Customer Service Representatives. 
• Ability to remain positive and composed during stressful situations of all kinds. 

EDUCATION AND EXPERIENCE: 

• High school diploma or equivalent. 
• 2 years of solid customer service experience. 
• 2 years of leadership and team management experience. 

PHYSICAL DEMANDS: 

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Work is generally sedentary, with no specific need for physical coordination or effort. The employee is regularly required to see, talk and hear. May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities. May assist in minor maintenance duties and other activities. 

WORK ENVIRONMENT: 

• The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• Tasks do not expose employee to physically unpleasant or hazardous conditions. 

TRAINING/ORIENTATION:

A training development plan will be created and customized to the individual.