Customer Service Team Lead - Hybrid

ADP, Inc.; Vancouver (WA); Hybrid; USD 80,000 - 90,000; Full time

Job summary

Christian Copyright Licensing International (CCLI) in Vancouver, WA is seeking a Customer Service Supervisor to lead the CS team, develop policies, and drive performance metrics. The role entails supervising daily activities, evaluating staff, and ensuring alignment with department goals.

The ideal candidate has 5+ years in customer service with supervision, strong leadership, and excellent communication skills; a hybrid work model is offered with some onsite responsibilities in Vancouver.

Qualifications

• Bachelor’s degree or equivalent experience.
• 5+ years of customer service and supervision experience.
• Proven leadership and ability to motivate teams to meet objectives.
• Excellent written and verbal communications; fluency in a second language served by CCLI is preferred but not required.
• Strong interpersonal skills to build relationships with staff and customers.
• Ability to relate professionally to difficult customers.
• Strong computer skills and ability to work with new software systems; Excel and reporting tools proficiency.
• Ability to manage varying workloads and assign staff accordingly.
• Knowledge of copyright law and related terminologies helpful.

Responsibilities

• Assist Manager with development of department budget, objectives, and goals.
• Create and monitor performance indicators and drive ideas for achievement.
• Establish and communicate employee performance expectations aligned with department goals.
• Develop employee competencies through training and empowerment with feedback.
• Assess performance, provide feedback, conduct evaluations and take corrective action where needed.
• Promote customer retention through relationship management and effective communication.
• Support daily department activities, answer questions, handle complex matters, and monitor communications.
• Maintain understanding of products, terms and copyright laws.
• Identify process improvement opportunities and propose actions.
• Create customer-facing templates and communications for website and emails; ensure consistent messaging.
• Oversee payroll input, scheduling, and staffing; keep management informed.
• Promote cross-company collaboration and act as SME for projects.
• Provide customers with first-level technical support for CS applications and online services.
• Other duties and special projects as assigned.

Skills

Leadership

Communication

Analytical thinking

Interpersonal skills

Problem solving

Excel

Reporting tools

Team supervision

Bilingual optional

Education

Bachelor’s degree or equivalent experience

Tools

Reporting analytics tools

Software systems/technologies

Job description

Christian Copyright Licensing International (CCLI) in Vancouver, WA is seeking a Customer Service Supervisor to lead the CS team, develop policies, and drive performance metrics. The role entails supervising daily activities, evaluating staff, and ensuring alignment with department goals.

The ideal candidate has 5+ years in customer service with supervision, strong leadership, and excellent communication skills; a hybrid work model is offered with some onsite responsibilities in Vancouver.