Customer Service Lead

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.