Customer Service Team Lead

ESSENTIAL DUTIES AND RESPONSIBILITIES: Participates in training and coaching of Call Center Representatives in conjunction with Training Specialist and Call Center Management.

Monitors service levels and communicates issues to Supervisor/Manager.

Handles escalated calls; take appropriate action to calm upset customers and resolve customer complaints.

Monitors live and recorded CSR calls.

Observes the work environment to ensure compliance with established policies and procedures.

Provides feedback to Call Center Management regarding employees’ performance.

Acts as the primary point of contact for Call Center Representatives in the absence of a Supervisor.

Helps clear call queues and covers dispatch boards when needed.

Helps with the running and compiling of various reports.

Helps direct the work flow of the various employees in the department.

Assists with other duties as assigned.

SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.

COMPETENCIES
– To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Intellectual Collects and researches data.

Uses intuition and experience to complement data.

Demonstrates attention to detail.

Identifies and resolves problems in a timely manner.

Gathers and analyzes information skillfully.

Develops alternative solutions.

Uses reason even when dealing with emotional topics.

Assesses own strengths and weaknesses.

Interpersonal Responds to requests for service and assistance.

Meets commitments.

Focuses on solving conflict, not blaming.

Maintains confidentiality.

Listens to others without interrupting.

Keeps emotions under control.

Remains open to others’ ideas and tries new things.

Listens and gets clarification.

Responds well to questions.

Balances team and individual responsibilities.

Contributes to building a positive team spirit.

Writes clearly and informatively.

Edits work for spelling and grammar.

Able to read and interpret written information.

Organization Understands business implications of decisions.

Works within approved budget.

Treats people with respect.

Keeps commitments.

Inspires the trust of others.

Works with integrity and ethically.

Upholds organizational values.

Follows policies and procedures.

Completes administrative tasks correctly and on time.

Supports organization’s goals and values.

Supports affirmative action and respects diversity.

Self-Management Adapts to changes in the work environment.

Changes approach or method to best fit the situation.

Able to deal with frequent change, delays, or unexpected events.

Is consistently at work and on time.

Ensures work responsibilities are covered when absent.

Arrives at meetings and appointments on time.

Follows instructions, responds to management direction.

Takes responsibility for own actions.

Keeps commitments Commits to long hours of work when necessary to reach goals.

Completes tasks on time or notifies appropriate person with an alternate plan.

Asks for and offers help when needed.

Meets challenges with resourcefulness.

Displays willingness to make decisions.

Exhibits sound and accurate judgment.

Supports and explains reasoning for decisions.

Includes appropriate people in decision-making process.

Makes timely decisions.

Sets and achieves challenging goals.

Demonstrates persistence and overcomes obstacles.

Measures self against standard of excellence.

Takes calculated risks to accomplish goals.

Prioritizes and plans work activities.

Uses time efficiently.

Sets goals and objectives.

Approaches others in a tactful manner.

Reacts well under pressure.

Treats others with respect and consideration regardless of their status or position.

Accepts responsibility for own actions.

Follows through on commitments.

Demonstrates accuracy and thoroughness.

Looks for ways to improve and promote quality.

Applies feedback to improve performance.

Monitors own work to ensure quality.

Completes work in timely manner.

Observes safety and security procedures.

Reports potentially unsafe conditions.

Uses equipment and materials properly.

Language, Math and Reasoning Ability to read and comprehend simple instructions, short correspondence and memos.

Ability to write simple correspondence.

Ability to effectively present information in on and one and small group situations to customers, clients and other employees of the organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.

Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

EDUCATION, EXPERIENCE, and TRAINING: Minimum High School Graduate/GED Equivalent.

3 years experience in a call/contact center leadership role.

Experience in a plumbing or HVAC call/contact center is a plus.

CERTIFICATES, LICENSES, REGISTRATIONS: There are no specific requirements for this position.

COMPUTER SKILLS: Intermediate skills in Microsoft Windows, including Word and Excel.

Experience working with Call Center phone systems, ACD/s and CRM platforms.

PHYSICAL DEMANDS
– The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 25 pounds.

While performing the duties of this job, the employee is regularly required to sit, use hands to handle or feel, talk, and hear.

While performing the duties of this job, the employee is frequently required to stand, reach with hands and arms.

While performing the duties of this job, the employee is occasionally required to walk, stoop, kneel, crouch, or crawl.

VISION REQUIREMENTS There are no special vision requirements.

WORK ENVIRONMENT
– The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This position works in an environment with moderate noise level.

(Examples: business office with computers and printers, light traffic.) by Jobble