Lead Customer Service Job Description

Lead Customer Service Job Description

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Lead customer service provides guidance for customer service processes and activities including compliance with applicable laws and regulations; and the investigation of accidents and any violations of policies and procedures.

Lead Customer Service Duties & Responsibilities

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

Sample responsibilities for this position include:

Identifies fraudulent activity to prevent potential losses to the bank and follows established banks policies and procedures in all processing all transactions
Ensures SOPs, Work Instructions, policies and processes are followed
Coaches CSR’s in order to continually improve the services and nurtures an environment where the team can excel through encouragement and empowerment
Responsible for continuous improvement of order to cash processes, policies, and procedures
Leads will train and coach SSR’s and on all programs, pricing, and policies and measure CS performance
Provides support to our players via phone, email, around billing, technical support, and general game play during shift
Manage and work with team member(s) to maintain an efficient inventory holding for the brand ensuring the turn level is high, slow moving and obsolete stock is managed effectively
Act as Subject Matter Expert (SME) providing basic technical support to Help Desk associates to ensure they have the ability to complete their assigned tasks
Act as next level leadership regarding escalated customer incidents and concerns, communicating with customers both internal and external in a positive and professional manner consistent with leadership expectations
Coordinate activities of the team in the absence of leadership

Lead Customer Service Qualifications

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

Licensing or Certifications for Lead Customer Service

List any licenses or certifications required by the position: GC, MRPT, ITIL, CPT, US

Education for Lead Customer Service

Typically a job would require a certain level of education.

Employers hiring for the lead customer service job most commonly would prefer for their future employee to have a relevant degree such as High School and Associate Degree in Associates, Education, Graduate, General Education, Business, Management, Engineering, Communication, Technical, Business/Administration

Skills for Lead Customer Service

Desired skills for lead customer service include:

HS diploma
Microsoft office skills
Protection plans and appliance rental plans
Customer service processes
Principles and processes for providing customer service
Applicable regulations
Techniques
Policies
Excel
Ecolab’s policies and procedures

Desired experience for lead customer service includes:

Monitor call flow and staffing schedules
Take calls in times of high-call volume or minimal staffing
Provide real time communication to support leadership regarding challenges both existing and potential
Prepare activity reports/logs on a regularly scheduled basis
Ensure that practices and processes exist and when it is possible are standardized and repeatable
Ensure that the Help Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers

Lead Customer Service Examples

1

Lead Customer Service Job Description

Job Description Example
Our company is searching for experienced candidates for the position of lead customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for lead customer service
  • Assists bank customers in account support with cash withdrawals, check cashing, processing deposits, transfers, loan payments and other banking needs
  • Provides solutions to help meet customers’ financial goals through customer referrals and cross selling of banking products
  • Develops new customer relationships and refers customers to Relationship Managers for other products and services
  • Responds to customer questions and concerns and follows up with appropriate internal resources for resolution
  • Interact with customer base to obtain new work, new customers, and new processes that may benefit the future of the business
  • Interact professionally with co-workers and vendors
  • May assist in other areas or perform other duties, as required by business demands
  • The Customer Service Leader will be responsible for leading Customer Service initiatives
  • This individual will coordinate Consignment, Direct Sales and Hospital Procedures teams
  • This role will participate and interact with commercial organization to report and provide priorities to team activities
Qualifications for lead customer service
  • Must have knowledge of industry-based standards and specifications
  • Must have ability to follow oral and/or written directions
  • Must have ability to stand for prolonged periods, walking, sitting, climb stairs or ladders, kneel, crouch, balance, and lift and carry a minimum of 25 lbs
  • Must be able to reach in all directions, handle and manipulate objects and materials
  • Must be able to coordinate the movement of eyes, hands and fingers to operate machines and equipment
  • Must have standard visual acuity (correctable by prescription glasses or contacts meets the requirement), including color recognition
2

Lead Customer Service Job Description

Job Description Example
Our company is hiring for a lead customer service. 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 lead customer service
  • Meet with internal customers and Customer Service Manager to respond and resolve customer issues and complaints
  • Regularly utilizes the non-conformance system as required
  • Assists with quote preparation for field sales staff under special circumstances
  • Discusses issues with supervisor proactively and identifies solutions
  • Provides suggestions for cost savings, process improvement and enhanced customer service
  • Utilizes the company’s time and attendance system to report all hours worked
  • Responds to and resolves customer requests including processing orders, requests for pricing, product availability, delivery, billing questions returns and cancellations
  • Have the ability to be cross-trained and thrive in a fast-paced environment
  • The ability and desire to interact comfortably, enthusiastically and professionally while advising customers on specific products, merchandise and services
  • Performs gap analysis, and tracks and reports impacts of all modifications
Qualifications for lead customer service
  • Must be able to hear with or without correction
  • Required to have ability to use a computer keyboard
  • Ability to work with others and communicate effectively
  • Ability to adapt to ongoing changes in responsibility, scope and work processes as call center environments grows and expands
  • Ability to multi-task in high-paced, call center work environment
  • Willingness to take ownership of customer inquiries to resolution
3

Lead Customer Service Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of lead customer service. 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 lead customer service
  • Responsible for review and measurement of all orders for products and sales of services within defined region or business functions
  • Responsible for entire order to cash process and transactions within this customer service arena that includes responsibility for key Strategic customers/Acct Mgrs
  • Manages the end-to-end export documentation process to ensure compliance with U.S. and foreign laws and regulations governing the shipment, receipt, and documentation of exported products
  • Responsible for directing the completion of documentation and monetary transactions associated with international sales in a timely manner
  • Delegation of Authority of 26MM (CEO assigned) for commercial activities for international trade finance documents and invoices
  • Being accountable for SOX for International Contract/Sales/AR compliance
  • Responsible to contract vendor services for trade finance documents ensure best pricing practices
  • Vetting customer document requirements specific to nonstandard language with Mosaic Legal
  • Vetting trade finance activities with Mosaic Credit and Treasury teams
  • Oversight of Pagares, Documentary Collections, Bills of Exchange, review of Letters of Credits
Qualifications for lead customer service
  • Pragmatic - Ability to be hands-on strategic and be a trouble-shooter when the business need deems it appropriate to do so
  • Work with the Store Management team to set expectations and achieve service standards at the front of the store
  • Ensure high quality presentation at the front of the store
  • Ability to perform gap analysis and report/communicate results
  • High School graduate or equivalent with a minimum of 5 years of customer service experience in a call center environment
  • Ability to meet time sensitive deadlines on projects while managing daily job requirements
4

Lead Customer Service Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of lead customer service. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for lead customer service
  • Enter orders in a timely basis to ensure customer inventory levels are maintained and raw materials are ordered on time
  • Ensure orders are input using the correct order quantity for proper backlog indications and scheduling and manufacturing efficiency
  • Make sure customer needs are communicated and feedback/responses to the customer are done in a timely manner
  • Make sure any order or shipping updates/status are communicated timely and accordingly
  • Ensures all shipments are made in an on-time basis
  • Works with Planning to facilitate efficient production schedules
  • Coordinate copy changes
  • Coordinate creation of customer bag specifications
  • Assist corporate credit with accounts receivable issues
  • Facilitate issue resolution by researching issues and directly responding to customers, supervisors, inside sales, outside sales, management, and other business teams
Qualifications for lead customer service
  • Fast learner and have drive and self-motivation
  • Must take accountability and responsibility seriously
  • A team player who works well under pressure
  • Be reliable, responsive, timely and courteous
  • College Degree in related field (Management, Business, etc)
  • Interpersonal Savvy - Relates well to people throughout the organization, builds appropriate rapport, and builds constructive and effective relationships
5

Lead Customer Service Job Description

Job Description Example
Our company is looking to fill the role of lead customer service. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for lead customer service
  • Execute day to day business management duties including workflows, scheduling, shift approvals, meetings, and reporting
  • Demonstrate expertise in providing prompt, friendly, and professional support to clients via email, phone, chat and other channels
  • Resolve client tickets, support the resolution of escalated client issues, and escalate clients to the Client Experience Supervisor as appropriate
  • Lead impactful team meetings centered around the client experience
  • Screen resumes, interview and onboard agents and Leads to support business needs
  • Assist with or lead special projects outside of normal day to day responsibilities as directed
  • Manage ‘phone coverage’ focusing on “call wait time” and “do not disturb’ metrics
  • Track the volume of EDI Fillers ensuring that each line is addressed and resolved meeting the company objectives (closing in < 3days)
  • Participate in meetings and decisions regarding process improvements and training related to customer service and team development
  • Establish and maintain a professional working relationship with both external and internal customers
Qualifications for lead customer service
  • A minimum of 4 year of experience in Customer Service, Supply Chain or a related position within the manufacturing industry
  • Drive for Results - constantly and consistently one of the top performers
  • 3-4 years of customer support or client services experience
  • 1-2 years of experience leading a team of 10+ customer support agents
  • Extensive experience with multi-channel support
  • Experience with and knowledge of Zendesk (this isn’t a requirement, but definitely a plus)

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