The Customer Service Lead will be responsible for providing guidance and training to Customer Service Representatives as well as support to Customer Service Supervisors in a contact center environment. He/She will handle an average of 50-70 calls per day from Customer Service Representatives for assistance with customer related issues, and from customers with escalated needs. The Customer Service Lead will also be responsible for communicating proper procedures for call handling to Customer Service Representatives, and for providing feedback regarding agent performance to supervisory staff. 

Job Description:

The Customer Service Lead will perform all or some of the following Job description:

• Handle an average of approximately 50-70 calls per day from Customer Service Representatives to provide guidance and training or assist with escalated calls

• Help develop Customer Service Representatives by providing feedback directly (over the phone or in person) or via supervisors on various processes and procedures

• Facilitate issue resolution by researching issues and directly responding to customers, supervisors, Inside Sales or Support teams, management, and Business Unit field teams

• Assist supervisory staff with performance tracking, monitoring, coaching and administrative duties to support achieving department goals related to service level, adherence, after call work, and quality

• Perform administrative duties such as report generation and supply ordering

• Monitor CMS real-time to assist supervisors and workforce management to ensure adequate coverage is achieved through out the day

• Create and administer incentive or training programs to generate continuous improvement

• Participate in meetings and decisions regarding incentives, process improvements and training related to customer service and team development

• Answer inbound calls as needed. 

• One year previous customer service experience
• Six months experience in a front line position within the Customer Development Center
• Dependability by being punctual and achieve an appropriate level of attendance
• Demonstrated excellent verbal and written communication skills
• Excellent time management skills and a proven ability to multi-task
• Computer aptitude, including typing of at least 40 wpm, accurate data entry and the ability to effectively work in a Windows based environment
• Excellent verbal and written communication as well as listening skills
• Demonstrated flexibility and ability to take the initiative when appropriate
• Ability to work well, both independently and with a team
• Demonstrated effective ability to collaborate with team members or other departments
• Demonstrated ability to use good judgement and make decisions quickly
• Ability to work in a fast paced environment and successfully manage a rapidly changing environment
• Ability to use customer service related tools such as Blue Pumpkin
• Knowledge of NICE, CMS and various databases
• Demonstrated ability to professionally resolve customer and co-worker issues and inquiries
• Previous supervisory or coaching experience
• Proficient with pc applications, including MS Word, Excel, Powerpoint, and Lotus Notes
• Strong knowledge of BOSS
• Ability to motivate employees towards improved performance.  

• High School Diploma or equivalent
• College coursework or degree preferred.