Customer Service Team Lead

Kinsley Power Systems; Farmington Hills (MI); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Customer Service Team Lead to oversee outbound calls for Mercedes-Benz dealerships. The role involves mentoring a team, managing call volumes, and ensuring exceptional customer experiences. Candidates should have a bachelor's degree and relevant call center experience.

Qualifications

• Minimum 2 years’ experience in Dealership Call Center role.
• Experience managing small remote teams up to 6 people.
• Strong typing skills and proficiency in customer service software.

Responsibilities

• Mentor and guide team to meet KPI goals.
• Manage a high volume of outbound calls.
• Conduct end-of-month reporting on team performance.

Skills

Leadership

Mentoring

Organizational Skills

Detail Oriented

Customer Service

Education

Bachelors (4-year) degree

Tools

Excel

Contact Center software

Job description

Lead by example to support the Agents who reach out to vehicle owners on behalf on the dealerships. The Customer Service Team Lead demonstrates leadership, mentoring skills, confidence, organizational skills, and is detail oriented. The Contact Center focuses on outbound calls to customers of Mercedes-Benz Dealerships across the USA. Questions from customers are answered via online tools or phone and chat and result in scheduling appointments for customers at dealers for service or to meet with sales representatives.

RESPONSIBILITIES

1. Leadership skills: Mentoring, guiding and motivating team to meet or exceed KPI’s/ customer expectations
2. Write scripts and train service representatives on how to conduct calls.
3. Work with our IT department set up new dealers in the program, and integrate new data sources
4. Assist in training team members, resolving customer issues and escalating to proper departments
5. Manage a high volume of outbound calls, based on dealer leads. Provide troubleshooting assistance for efficiencies or issues, ensuring timely resolution.
6. Track and measure team performance, Call performance, Chat performance, Emails, Documentation, etc.
7. Address and resolve customer inquiries, escalating complex issues to the appropriate departments when necessary.
8. Coach team to help perform to best ability with the goal to provide a memorable customer experience
9. End of month reporting; tracking number of calls, leads, issues, escalations, etc.
10. Think outside the box to use data sources for a variety of calls to help the customer. Track results and understand what was learned.
11. Conduct customer service duties as necessary to support team

QUALIFICATIONS

• Bachelors (4-year) degree is preferred
• Minimum 2 years’ experience in Dealership Call Center role
• Experience managing small remote teams up to 6 people
• Customer service software skills – Excel, Contact Center software

Have physical and mental requirements to meet the above listed job responsibilities to include sitting at a desk / computer for long periods of time, strong typing skills, using computer communication tools including headset.