Customer Service Team Lead Job Description
Customer service team lead
provides strategic vision and direction to implement plans and processes to deliver a best-in-class, white-glove experience for Executive Advisory Council members.
Customer Service Team Lead Duties & Responsibilities
To write an effective customer service team lead job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service team lead job description templates that you can modify and use.
Sample responsibilities for this position include:
Use service issues an opportunity to evaluate and improve business processes
Ability to understand CS and Tech Support processes from CSAT and Quality perspective
Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency
Perform quality processes
Answers all inquiries from customers promptly (generally the same day received) whether the inquiries are via telephone or mail
Evaluates the quality of Customer Service Representatives' calls from customers
Provide support to the Sales team & key internal partners
Manage Memberships account set up/change requests
Implementation of new customers into the CSO
Work with the Commercial team to establish and strengthen customer relationships
Customer Service Team Lead Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Team Lead
List any licenses or certifications required by the position: CEBS, DOT, CPR, MBA
Education for Customer Service Team Lead
Typically a job would require a certain level of education.
Employers hiring for the customer service team lead job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Business, Associates, Business/Administration, Management, Medical, Performance, Sciences, Graduate School, Faculty
Skills for Customer Service Team Lead
Desired skills for customer service team lead include:
Mortgage lending/servicing industry
Commonly pawned items
Electronics
Firearms
Jewelry
Job duties and products
Microsoft Office
Policies and processes to deliver a seamless and consistent customer experience
SAP
Processes
Desired experience for customer service team lead includes:
Proactive and able to complete tasks within specified deadline
Sense of responsibility, independent way to work
Coaching experience is preferred
FINRA Series 6 or 7 and 63 preferred
University degree in any course
Preferably with a few years of customer service background specifically working at a contact center
Customer Service Team Lead Examples
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Customer Service Team Lead Job Description
Job Description Example
Our company is growing rapidly and is looking for a customer service team lead. 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 team lead
- Make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts approach regarding workload, equipment, staffing, and scheduling
- Provide team leadership to achieve identified performance metrics and targets
- Through coaching and counseling sessions maintain and improve all areas of performance
- In collaboration with HR assist in the recruitment of new agents
- Conduct performance appraisals and feedback sessions as needed
- Handle reservations/partner escalations as needed
- Assist Operations Manager Customer Service
- Service hotel partners with process, inventory availability, rates, and special offers
- Resolve complaints/issues for both hotels and customers
- Support team through changing team dynamics and amendments to daily work responsibilities
Qualifications for customer service team lead
- Problem Solving and Decision Making based on observation and/or data analysis
- Ability to work specified schedule
- In most cases, a call center employee should be employed in his or her current position for at least six (6) consecutive months before being eligible for a voluntary position transfer within the Company
- Flexible, able to prioritize and work under pressure
- Bachelor’s Degree in business or related field and 4 years’ experience or High School diploma/equivalent and 8 years’ equivalent work experience
- Understanding of basic accounting principles including payroll, payroll taxes, A/P, A/R, and customer service concepts
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Customer Service Team Lead Job Description
Job Description Example
Our growing company is looking to fill the role of customer service team lead. 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 team lead
- Knowledge of MSP, Microsoft Office
- Oversee all Shipping \ Receiving duties at our location to include management of personnel, processes and equipment
- Manage onsite ERP processes
- Handle escalated calls when staff appears to need assistance
- Handle escalated calls and be available when staff appears to need assistance
- Opening and closing store daily
- Counting inventory AND cash drawer at the beginning and end of shift
- Providing excellent customer service to all guests
- Maintain cleanliness through out all areas of the store
- Order processing and data entry
Qualifications for customer service team lead
- Ability to lead and evaluate staff
- 3 + of experience working in auto insurance
- We require candidates to have a minimum Customer Service background of 3 + years
- Training in Medical Billing, HIPPA certified, or experience in claim processing preferred
- FIND A BETTER WAY – CREATIVITY & INNOVATION • Examines potential ideas and evaluates them against UA goals
- WIN TOGETHER – COLLABORATION • Builds consensus with Teammates across the business unit and gives clear direction during cross-functional collaboration
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Customer Service Team Lead Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer service team lead. 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 team lead
- Document transactions and perform follow-up actions in accordance with departmental standard operating processes and procedures
- Work closely with sales to offer retailer daily support
- Heavy use of email and phone to investigate and resolve customer issues
- Work with logistics manager to ensure compliance with transportation policy
- Establish objectives for, and conducts regular performance reviews for team
- Conduct quality monitoring of CSP performance to ensure order entry accuracy, professional handling of calls, accuracy of information given to internal and external customers, follow up on open items, and evenly distributed workload
- Issue regular reports on team and individual performance, documenting performance to agreed upon KPIs and providing suggestions on how to improve performance where team, or individual, is not achieving
- Supervise team through Key Performance Indicators ("KPIs") assigned to each Customer Service Specialist
- Ensure that internal and external customers receive a superior level of service within the guidelines defined by the business
- Decisive and efficient in resolving internal/external problems and successfully closes issues
Qualifications for customer service team lead
- Enthusiasm and ability to work in a team independently
- MAP THE FUTURE – STRATEGIC VISIONING • Translates business unit vision and goals into clear, specific and achievable objectives, making the vision tangible for individual teams
- 1 year minimum of management experience
- Pass a background check and drug screeening
- Associates degree from an accredited college or university in a health or social services field or combination of education and experience requirements below totaling four (4) years
- Minimum 2 years of general work experience
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Customer Service Team Lead Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer service team lead. 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 team lead
- Help establish and enforce company rules and safety procedures to assure a clean and safe work environment is promoted and maintained
- Provide lunch relief for associates as needed
- Provide technical assistance and responds to inquiries from CSRs, Sales Representatives and internal departments to ensure the immediate resolution of customer issues
- Handle phone calls from customers, Sales Representatives and end users regarding inquiries, order status, application of products and pricing
- Handle escalations from internal and external customers
- Monitor daily schedule adherence and authorize adherence exception approvals
- Perform other duties assigned by Customer Service Management
- Lead a team of employees and foster a positive atmosphere of professionalism and support
- Create and maintain department Procedures and Work Instructions and ensure adherence to business guidelines, safety & security procedures
- You will be challenged with leading and mentoring a small team
Qualifications for customer service team lead
- Have in-depth working knowledge of Medicaid and Human Services Programs such as Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP) and managed care
- Minimum 1 year of experience in a contact center operations managing Service Level Agreements (SLA's) and/or Key Performance Indicators (KPI's)
- Must be 18 years or older with proof to work legally in the U.S
- Consent to drug screen and background check
- 3 + years in customer service setting with some management experience (preferred)
- Demonstrate strong written and verbal communication and time management skills
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Customer Service Team Lead Job Description
Job Description Example
Our innovative and growing company is hiring for a customer service team lead. 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 team lead
- Oversee ERP transition from IFS to SAP
- This person must have experience managing quality/QA, implementing QA processes, scorecards, preparing survey/scripts/ or templates
- Work with other departments (Parts ID, Field Purchasing, GP Documentation, Product Management, National Accounts, BOS, International Logistics, Material Planning, ) to improve current processes
- Attend team meetings when required (export, production planning)
- Be accountable for the specific tasks/assignments for this position (demonstrate leadership facilitation skills)
- Be accountable for special project assignments and respond in an agreed upon timeframe
- Prepare the required reports for the position within an agreed upon timeframe
- Manage issue resolution through coordination/communication with appropriate internal team members
- Respond to all requests in a timely manner
- Attends internal/external training as necessary, which will include all products, Export Documentation, Export Compliance and any other functions that relates to work duties
Qualifications for customer service team lead
- Ability to communicate policies and procedures and ensure compliance
- Prior Experience managing a Call Center/Contact Center
- Available to work Monday- Friday 11am to 7pm, some Saturdays and holidays
- Four (4) year college degree (BA/BS) with two years’ experience and/or equivalent combination of education and experience
- Two years of supervisory and coaching experience preferred
- Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fastpaced environment while managing multiple demands, ability to work both