Job Title

As a Customer Service - Team Lead, you will be responsible for consistently meeting and exceeding individual goals while driving the team towards department goals. You will demonstrate a proven capacity to resolve customer issues quickly along with coaching and training others to resolve customer issues. With strong de-escalation skills and a customer-centered mindset, you will maintain a high level ofprofessionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.Primary Duties and Responsibilities:Provide team with support and be available to answer questionsMonitoring and driving phone queues, inboxes, and portals to decrease ABN (Abandonment) rates, lowering wait and response times.Handle customer escalations through completion.Prepare monthly reports.Manage team schedule.Deliver new hire and continuous training courses.Perform additional duties as assigned.Skills Required:Strong organizational skillsExcellent written and verbal communication skillsAbility to communicate effectively with internal and external customersProven ability to multi-task and manage timelines and deadlinesPay close attention to detail, accuracy, and completenessAbility to retain large amounts of informationDemonstrate strong problem-solving skills, and customer service skillsProficient computer skills including using Microsoft Office Suite, particularly Excel, Outlook, Word, and Power PointAbility to learn specialized software programs and navigate company databasesAbility to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situationsAbility to use sound judgement to make good decisions based on information gathered and analyzedEducation and Experience:2+ years of Customer Service Supervisor experience, preferred4+ years of customer service experience, strongly preferredHigh school diploma or equivalent, requiredRotational Shift and Rotational Week Offs.Must be comfortable working in US shifts.