Customer Service Team Lead

J.D. Irving, Limited; Saint John; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Customer Service Team Lead in Saint John, New Brunswick. The role involves guiding a team of customer service representatives, ensuring high standards in customer interactions, and developing strategies to enhance the overall customer experience. Candidates should have leadership experience, strong communication skills, and the ability to adapt in a fast-paced environment.

Qualifications

• Minimum of 2 years in a leadership role.
• Retail or Contact Center experience is an asset.
• Proficient in Microsoft Office.

Responsibilities

• Lead operations of head office customer service team.
• Coach and guide customer service representatives.
• Develop improvement strategies for customer service.

Skills

Communication Skills

Active Listening

Problem-Solving

Multitasking

Teamwork

Education

High school diploma/GED

Post-secondary education

Tools

Microsoft Office

Job description

The Customer Service Team Lead is responsible for guiding a team of customer service representatives, ensuring they meet the organization’s standards for customer interactions and problem resolution.

Qualifications

• Completion of High school diploma/GED; post-secondary education would be considered an asset
• Minimum of 2 years previous experience in a leadership role
• Strong verbal and written communication skills
• Active listening skills to determine customer needs and a best course of action
• Proven problem-solving skills, and the ability to adapt, prioritize and multitask in a fast-paced environment
• The ability to adapt, prioritize and multitask in a fast-paced environment
• Microsoft office proficiency, and the ability to learn new software quickly
• Capable of working independently, as well as part of a team
• Previous Retail, or Contact Center experience would be considered an asset

Responsibilities

• Lead operations of head office customer service team.
• Manage team up to 10 customer service representatives
• Provide coaching and guidance to customer service representative
• Develop continuous improvement strategies for customer service team to enhance customer experience.
• Escalate complex customer inquiries to higher level Customer Service Representatives.
• Maintains records of all contacts and results. Ensures account information and recorded data is accurate.
• Develop daily workforce plans to maximize customer service and employee efficiency with other light reporting/analytics duties.
• Assists with additional duties as required.