Customer Service Leader Job Description

Customer Service Leader Job Description

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Customer service leader provides fast, easy, flexible and friendly service to our customers through the achievement of Food Lion customer service standards.Responsible for assisting the Customer Service Manager and the Assistant Customer Service Manager in maintaining standards according to Front End Standard Practice Manual, maximizing sales through excellent customer service.Duties and Responsibilities:Smile and provideprompt, accurate and friendlyservice while engaging customers to create a positive shopping experienceGreeteach customer and uses his or her name whenever possibleAvoidpersonal conversations with other associates when customers are presentEnsure store office functions are completed accurately and on time using accounting packets; communicates all cash variances to the Assistant Customer Service ManagerMaintain knowledge of office procedures includingcash reports, register checkups, deposits, Western Union, money ordersand CoinstarEnsure work station and front end area of the store has a neat and clean presentationMaintains proper knowledge of all sales associate register functions and Front End accounting services Reportany register malfunction to theCustomer Service Manager or,in the absence of the MOD, placeservice calls in an efficient mannerEnsuretheMVP savings center KIOSK is filled with paper and properly workingPerforms the task of sales associate when scheduled or as needed per the surge plan guidelinesPerformsthe task of the customer lead asneeded to ensure service standards are maintainedMaintain alertness and calls for assistance when needed to service customers per service standardsIs courteous and helpful to other associatesWear the Food Lion uniform,complete with name badge, when on duty, has a neat and clean appearance while adhering to the Food Lion dress codeAdhereto all company guidelines, policies and standard practicesObserve and correctall unsafe conditions that could cause associate or customer accidents Notify QA of any cleaning issues or maintenance required on front endSuccessfully complete computer based training (CBT) and training aid coursesPerformall other duties as assigned.

Customer Service Leader Duties & Responsibilities

To write an effective customer service leader job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service leader job description templates that you can modify and use.

Sample responsibilities for this position include:

Holds regular coaching, goal setting, and performance meetings with the CSR’s, to continually improve the services and nurtures an environment where the staff can excel through encouragement and empowerment
To ensure that the customer service needs are met
Processing orders through working to SLA's
Keeping customers fully informed in a professional manner
Motivating the team to provide a first class service
Recruiting new staff and being involved with the induction and training
Manage a staff of 60 to 120 exempt and non-exempt level employees
Manage the schedule adherence of the department to achieve service level targets
Lead and coach direct reports, by providing work direction and support to team on processes or procedures related to transaction processing or customer service standards and techniques
Assist and coach direct reports in resolving complex or high priority service issues, or respond to and resolve issues directly, as necessary

Customer Service Leader Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Service Leader

List any licenses or certifications required by the position: ITIL, DOT, GB, GDS, LEAN, CDL, ISO9001, HPS, LAR

Education for Customer Service Leader

Typically a job would require a certain level of education.

Employers hiring for the customer service leader job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Business, Education, Performance, Engineering, Associates, Management, Business/Administration, Technical, Leadership, Finance

Skills for Customer Service Leader

Desired skills for customer service leader include:

Deposits
Register checkups
Sales associate register functions and Front End accounting services
Western Union
Money orders and Coinstar
Microsoft Office programs
Excel
SAP
Commercial
Finance

Desired experience for customer service leader includes:

Participate in and provide subject matter expertise on cross-functional projects and/or process improvements that have implications to the customer service area
People management for the team
Ownership of team metrics
Bachelor's degree in related areas (logistics, international commerce, business)
International Customer Service Experience
Full understanding and professional experience in ISO 9001

Customer Service Leader Examples

1

Customer Service Leader Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of customer service leader. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service leader
  • Full accountability for driving projects end to end using rigorous project management methodology to achieve desired results Ownership for all process / project documentation cost /benefit tracking and project deliverables focused on customer service
  • Leverage global solutions into the JAPA region
  • Identify opportunities to improve operational efficiencies – seek, share & implement best practices
  • Produce structured, regular status updates for all initiatives tailored to various audience levels
  • Conduct in-depth analysis to support strategy development & decisions
  • Ensure alignment of expectations, create and maintain buy-in across project teams and sponsors throughout the project lifecycle
  • Ability to present to medium level audiences
  • Manage a team of Customer Service Advisors, ensuring that performance, behaviour and conduct targets are achieved
  • Analyse and discuss individual and team performance, ensuring that business objectives are achieved
  • Responsible for ensuring that all documentation is maintained accurately and submitted within agreed deadlines
Qualifications for customer service leader
  • Able to travel (local and international)
  • Take ownership of escalated calls in order to resolve customer issues and problems
  • Ensure all business critical information is delivered in a timely, creative and clear manner, utilising the most effective method of communication
  • Drive and communicate change in a positive manner
  • Conduct coaching sessions within agreed timescales, focusing on individual performance, highlighting strengths and identifying areas for improvement
  • Minimum of 3 years of recent leadership experience managing teams of 10-20 individuals, especially in a service center environment (or similar capacity preferred)
2

Customer Service Leader Job Description

Job Description Example
Our company is looking for a customer service leader. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer service leader
  • Oversee detailed research and assignments requiring advanced knowledge and experience in LCA upfront cash collection initiatives
  • Understand basic accounting principles and accounts receivable calculations such as DSO, have/need, cash factor, and bad debt
  • Support existing and development of new reporting to assist with analysis of upfront cash collections
  • Leads the Customer Service Team located in the region responsible for order fulfillment and related processes
  • As a leader of a customer service team, this individual will need to have strong influential management skills to achieve objectives within the function and across other functional and business reporting lines
  • Responsible for driving a culture of continuous improvement and to incorporate process improvement methodologies to achieve maximum operational efficiency
  • Determines synergy potentials for order fulfillment processes
  • Use your proven and demonstrated leadership, personal and management skills to supervise and lead the team in their duties related to day-to-day, short and long term departmental and project deliverables and objectives
  • Accountability for overall successful people development and performance management of a team of customer service representatives
  • Respond or coordinate emergency issues
Qualifications for customer service leader
  • Self-motivated, strong initiative, independent worker
  • Personal development - has an interest and takes responsibility to build current skill set and gain knowledge
  • Bachelor’s Degree from an accredited university or college (OR a High School Diploma / GED with a minimum of 4 years of experience in a customer facing role OR an Associate's Degree with a minimum of 2 years of experience in a customer facing role)
  • Bachelor’s or Master’s degree in logistics, business/ economics area or related field
  • Greets customers in a courteous, friendly and professional manner
  • Resolves customer service issues by processing transactions within scope or engaging other corporate resources as required
3

Customer Service Leader Job Description

Job Description Example
Our growing company is looking to fill the role of customer service leader. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer service leader
  • Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate addressing performance and behavioral issues as they arise
  • Ensures co-workers' competence on system knowledge (SAMS, ISELL, IPOS, COGNOS, ) and keeps the work areas efficiently equipped and effectively covered at all times during opening hours
  • Understand the Customer Care Business and Identify relevant KPI’s
  • Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment
  • Ability to strategically manage operational responsibilities than just "getting the job done"
  • Develops the team and then establish & monitors the processes which best utilize team talents for the purpose of meeting goals
  • Handle escalated customer service issues either through direct personal action or refer to the proper individual/department
  • Proactively identify, define and solve the most complex problems that impact the functioning of the Team
  • Responsible for recruiting right talent and developing CS Leads with potential to become people leaders
  • Participate and significantly influence functional strategy
Qualifications for customer service leader
  • A detail orientation and ability to work in an environment of ambiguity
  • Ability to have analytical skills and deal with complex issues and ambiguities
  • A history of progressive achievement and responsibility
  • Must have flexible work availability
  • Leadership, autonomy, initiative, efficiency and high capability to change
  • Bachelor Degree in Management or equivalent
4

Customer Service Leader Job Description

Job Description Example
Our company is looking to fill the role of customer service leader. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service leader
  • Establishes a high-performing team through effective department scheduling, efficient task assignment, recognition, fun, performance management and accountability
  • Customer facing and partner with Sales to build rapport with preferential customers
  • Strategise the approach to develop long term partnership with customers
  • Increase in no of customers and revenue of business
  • Manage customer accounts within CRM
  • Manages Book Roll projects and associated client communications and administrative tasks
  • Provide Flood coverage sales and customer service support through agency Flood Unit
  • Performs Upsell and Cross Sell tasks
  • First level support of personal lines clients needing management assistance
  • Manage attendance of service staff reporting to Regional Assistant VP
Qualifications for customer service leader
  • Able to work positively in a team environment, prioritize workload and motivate other team members
  • Demonstrated capabilities to operate in a KPI-driven operation
  • Excellent attention to detail and be a self-motivated team player with flexible and positive attitude
  • Engaged
  • Must be courteous with strong customer service orientation
  • Monitors performance against agreed goals, adapting and taking action when required and analyzing
5

Customer Service Leader Job Description

Job Description Example
Our company is searching for experienced candidates for the position of customer service leader. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service leader
  • Your ability to work in a fast-paced environment, multi-task as necessary, while providing effective leadership and support to your staff, is an integral part of this role
  • Your problem-solving and decision-making skills are necessary for success in this position, particularly to resolve any issues
  • Your well developed verbal and written communication skills will serve you well in liaising with customers
  • You are results-oriented and customer/client focused
  • Train, coach, and mentor Client Service technicians
  • Fulfill the function of a Client Service technician when needed
  • Work on a rotating schedule to ensure support to the team during operational hours
  • Help manage the execution of projects and key initiatives
  • Ensure that Offer Quality is built into each new project to make sure satisfaction is reached for potential future customers
  • Make the synthesis on lessons learned on product development and from field experience
Qualifications for customer service leader
  • Demonstrable excellent computer and software knowledge in programs such as IE, FF, Chrome, Media Players, Flash)
  • Willing to work a variety of different shifts across a given week
  • Execute and monitor performance standards for Customer Order Management team
  • 1 year customer support or interaction experience
  • Strong knowledge of personal lines products offered through the agency within the state of Massachusetts associated laws and requirements of government agencies
  • Actively listens to customers needs and concerns to fully understand them

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