Customer Service Team Lead: Coaching and Quality

Comunidade Metodista; Florida; On-site; USD 52,000 - 66,000; Full time

Job summary

State Side Strategies in Florida is seeking a Customer Service Team Lead to mentor representatives, ensure product knowledge, and deliver fast, friendly, customer-focused support.

You will coach, review interactions, provide coaching, and lead team meetings to drive quality, efficiency, and effective issue escalation within a dynamic service environment.

Qualifications

• Minimum requirements include a High School diploma or equivalent.
• 3+ years of customer service experience.
• 2+ years of leadership experience.
• Effective communication skills are essential.

Responsibilities

• Coach and develop Customer Service Representatives in product knowledge, policies and procedures, and performance metrics.
• Review phone, email and other customer interactions to evaluate quality and provide coaching and performance reviews.
• Provide feedback to management on processes to improve efficiency and customer satisfaction.
• Facilitate team meetings and one-on-one sessions to communicate policy updates and training.
• Handle escalated customer issues and provide weekly support for customer interactions.

Skills

Customer service experience

Leadership experience

Effective communication

Education

High School diploma or equivalent

Job description

Customer Service Team Lead job at State Side Strategies. St Johns, FL. Customer Service Team Lead Leading the way with legendary customer service is what we are known for! As a Customer Service Team Lead, you will ensure our representatives are trained and empowered to be the ultimate problem solvers and deliver the fast, friendly and customer-focused experience our customers love.
Better together! This position is on-site, and we are looking for people who share our passion.
Position Responsibilities

• Coach and develop Customer Service Representatives in all areas including product knowledge, policies and procedures as well as performance metrics.
• Review phone, email and other customer interactions to evaluate quality, track results and provide coaching and performance reviews for increased success.
• Provide feedback to management on processes improvements that increase efficiency and customer satisfaction.
• Facilitate team meetings and one-on-one sessions to communicate policy updates, company information and provide training and coaching.
• Handle escalated customer issues and provide weekly support for customer interactions.

Minimum Requirements

• High School diploma or equivalent required.
• 3+ years of customer service experience.
• 2+ years of experience in a leadership.
• Effective communication skills.