Lead Customer Service Representative

CRG; Newnan (GA); Presencial; USD 22 000 - 41 000; Tempo integral

Resumo da oferta

CRG in Newnan, GA is seeking a Lead Customer Service Representative to supervise a team of customer service specialists and ensure superior service for online customers. You will coach the team, track performance, and handle escalated issues to maintain timely delivery of products and services.

Schedule: Tue–Sat 9:30am–6pm or Sun–Thu 9:30am–6pm; pay rate: $26.44/hour. Required: 4 years in customer service and 1 year in a team lead role, plus proficiency with Microsoft Office and call center

Qualificações

• 4+ years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• Experience with Microsoft Office (Word, Excel, Outlook)
• Experience in a call center environment
• Strong customer service skills and the ability to satisfactorily resolve issues

Responsabilidades

• Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
• Support the building and developing of an effective and high-performance team
• Maintain daily and weekly statistics for individual direct reports
• Troubleshoot operational problems
• Complete team reports as required
• Identify and analyze escalated problems and provides guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

Conhecimentos

Customer service

Team leadership

Call center

MS Office

Issue resolution

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Our client, a leading transportation and logistics company, is seeking a Lead Customer Service Representative to join their team! This person will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

Schedule:

Tuesday – Saturday 9:30am-6pm or Sunday – Thursday 9:30am-6pm

Location:

Newnan, GA

Payrate:

$26.44/hour

Responsibilities:

• Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
• Support the building and developing of an effective and high-performance team
• Maintain daily and weekly statistics for individual direct reports
• Troubleshoot operational problems
• Complete team reports as required
• Identify and analyze escalated problems and provides guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

Qualifications:

• 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• Experience with Microsoft Office (Word, Excel, & Outlook)
• Experience in a call center environment
• Strong customer service skills and the ability to satisfactorily resolve issues