Customer Service Lead

PeopleShare; Runnemede (NJ); On-site; USD 28,000 - 33,000; Part time

Job summary

PeopleShare has a contract-based opening for a Customer Service Lead in Runnemede, NJ. The role requires prior leadership experience in a call center environment and strong communication in English.

Location: Runnemede, NJ 08078. Duration is a 3-month contract-to-hire with a Monday–Friday 8:00 AM–5:00 PM schedule and a pay rate of $20–$24 per hour.

Qualifications

• 1–2 years in a Customer Service role.
• 1–2 years in a Leadership role.
• Must communicate clearly in English both verbally and in writing.
• Proficient in Microsoft Office suite (Outlook, Excel).

Responsibilities

• Solve a range of straightforward customer issues.
• Maintain accurate records of orders and customer interactions.
• Communicate effectively with customers and team members.
• Lead and coach CSRs to improve team performance.
• Collaborate with Customer Service Manager to address performance issues.
• Balance customer advocacy with Ethos wellbeing.

Skills

Leadership experience

Customer service

Verbal communication

English proficiency

Microsoft Office

Tools

Microsoft Office

Outlook

Excel

Job description

Job description

Job Type: Contract

Customer Service Lead

PeopleShare has an opening with a client for a Customer Service Lead role in Runnemede, NJ. This candidate should have previous leadership experience within a call center environment.

Location: Runnemede, NJ 08078

Duration: 3 month contract-to-hire

Schedule: Monday-Friday, 8:00 AM - 5:00 pm

Pay: $20-24/hr

Responsibilities

• Ability to solve a range of straightforward problems.
• Knowledge of Ethos policies and procedures.
• Demonstrate clear and effective verbal communication skills in all interactions with team members, customers, and leaders of the business.
• Gather and assess customer information, such as order details, account histories, and product inquiries, to provide accurate solutions.
• Utilize excellent phone communication skills to manage inbound and outbound customer calls effectively.
• Manage multiple tasks simultaneously, such as processing orders, responding to inquiries, and updating customer records, while maintaining a high level of accuracy.
• Maintain detailed records of orders, issues, and feedback to track customer histories and identify opportunities for service improvement.

Lead Responsibilities

• Foster a team-oriented environment by working closely with Customer Service Associate to improve overall team performance and ensure a cohesive, high-functioning team. Encourage collaboration and open communication among team members to solve problems and deliver exceptional customer service.
• Act as a key point of contact for team members, providing them with relevant information and guidance as needed with company policies, updates and promotions.
• Continuously assess existing processes, workflows, and customer interactions to streamline operations, reduce cost and implement solutions to optimize efficiency.
• Handle complex customer issues with a high level of expertise and professionalism. Resolve challenges and deescalate customer concerns in a timely manner.
• Help the Customer Service Manager manage, hire, motivate, coach, and develop a team of CSRs, ensuring they maintain high levels of productivity and morale. Lead by example providing coaching and guidance.
• Work with the Customer Service Manager with addressing performance issues with a constructive approach, providing feedback and coaching to improve performance.
• Able to strike the appropriate balance between advocating for the customer and Ethos wellbeing. Works for win-win outcomes.

Experience

• One-Two Years working in a Customer Service role
• One-Two Years in a Leadership role
• Must be able to communicate clearly in English both verbally and in writing
• Proficient in computer skills, IE Microsoft, Outlook, Excel
• Possess general knowledge of an office environment and tasks associated with such.