Customer Experience Lead: Training, Coaching & KPIs

American Excelsior Company; Arlington (TX); On-site; USD 45,000 - 55,000; Full time

Benefits offered by this job

Competitive PTO

401(k) Match

Health, Life, Dental, Vision insurance

Flexible Spending Account

On-the-job training

Opportunities for advancement

Employee Assistance Program

Referral Program

Employee Discount Program

Financial Wellness Program

Job summary

American Excelsior Company is looking for a Customer Service Representative Lead to oversee daily operations and ensure customer satisfaction at their Corporate Office in Arlington, TX. This full-time role involves mentoring a team, setting performance targets, and ensuring high-quality customer interactions.

The ideal candidate should have extensive customer service experience, excellent leadership qualities, and strong problem-solving skills.

Qualifications

• Demonstrated leadership skills with a passion for customer service.
• Strong background in managing customer inquiries and escalations.
• Experience developing training programs for customer service professionals.

Responsibilities

• Lead and motivate a team to provide exceptional customer service.
• Set performance targets and monitor KPIs to ensure goals are exceeded.
• Develop and implement quality control measures for customer interactions.
• Handle escalated customer complaints and provide effective solutions.
• Collaborate with sales and marketing to improve customer relations.

Skills

Leadership

Customer service

Coaching

Problem solving

Analytical skills

Collaboration

Education

High school diploma or equivalent

5+ years related experience

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

SyteLine software

Sales Force software

Job description

American Excelsior Company is looking for a Customer Service Representative Lead to oversee daily operations and ensure customer satisfaction at their Corporate Office in Arlington, TX. This full-time role involves mentoring a team, setting performance targets, and ensuring high-quality customer interactions.

The ideal candidate should have extensive customer service experience, excellent leadership qualities, and strong problem-solving skills.