Customer Service Lead Job Description Template
Our company is looking for a Customer Service Lead to join our team.
Responsibilities:
- Establish work procedures and processes that support the company and departmental standards, procedures and strategic directives;
- Ability to work under pressure in a fast-paced environment;
- Ability to lead and motivate a team;
- Provides statistical and performance feedback and coaching on a regular basis to each team member;
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions;
- Excellent verbal and written communication skills;
- Manage team attendance and report any issues to the Customer Service Manager;
- It will be your responsibility that each interaction with the public is at the highest possible standard, building trust with our customers;
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level;
- Your role will be to help confused and concerned customers with any purchase issues, handling them with care and respect that they deserve;
- Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner;
- Strong listening skills;
- Self-motivated, confident and articulate;
- Set clear objectives for Customer Service Representatives and manage their quantitative and qualitative performance;
- Follows up with customers via phone refunds, regarding payment issues and membership renewals.
Requirements:
- Experience with customer support tools; ZenDesk preferred;
- Must be located in Las Vegas, NV;
- Ability to prioritize work, handle details accurately and follows-up;
- Ability to multi-task in several computer applications while holding a conversation with a customer;
- Excellent communication (written and oral) and interpersonal skills;
- Minimum education of a High School diploma or equivalent; college degree preferred;
- 2 years Customer Support Center senior-level or lead experience, including phones, emails and chat;
- Ability to mentor more junior customer service team members.