Customer Service Team Lead & Trainer (Hybrid)

Aquarion Water Company; United States; Hybrid; USD 55.000 - 64.000; Vollzeit

Benefits dieser Stelle

Hybrid schedule

Competitive pay

Zusammenfassung

Aquarion Water Authority in Monroe, CT, is seeking a Customer Service Team Lead/Trainer to coach and train staff, ensuring first-call resolution and high-quality customer service. You will use SAP and Sinch data for QA, develop training materials, and support interdepartmental collaboration to optimize the customer experience.

The role requires CRM/SAP knowledge, strong communication skills, and at least three years in a call center setting.

Qualifikationen

• Minimum three years of customer service call center experience.
• Excellent communication and problem-solving skills.
• Strong working knowledge of SAP and CRM systems.

Aufgaben

• Lead and train customer service staff; improve KPIs.
• Coach staff to achieve targets including calls per day and call handling time.
• Coordinate with supervisors to monitor performance and implement improvements.
• Assist in technology upgrades and testing.

Kenntnisse

CRM systems

SAP navigation

Call center training

Data analytics

GIS knowledge

Ausbildung

High school diploma required

Associate or Bachelor's degree preferred

Tools

SAP

Sinch

GIS software

Jobbeschreibung

Aquarion Water Authority in Monroe, CT, is seeking a Customer Service Team Lead/Trainer to coach and train staff, ensuring first-call resolution and high-quality customer service. You will use SAP and Sinch data for QA, develop training materials, and support interdepartmental collaboration to optimize the customer experience.

The role requires CRM/SAP knowledge, strong communication skills, and at least three years in a call center setting.