Team Lead

Socket.dev; Hartford (CT); On-site; USD 60,000 - 90,000; Full time

Job summary

Vixxo is seeking a full-time Customer Service Team Lead to serve as the primary liaison between a customer’s headquarters and Vixxo, ensuring we understand their organization and align with shared goals for exceptional service and satisfaction.

As a Team Lead, you will guide a team, manage client relationships, and monitor service levels to drive retention and cost efficiency. This on-site role supports Bloomfield, CT, with opportunities to impact diverse facilities across multiple industries.

Qualifications

• 3–5 years of experience in customer service, retention, or account management.
• Proficiency with Microsoft Office (Excel, Outlook, Word) and databases (Siebel a plus).
• Strong interpersonal, reliability, teamwork, and problem-solving skills.
• Excellent written and verbal communication; data analysis abilities.
• A high school diploma or equivalent is required; bachelor’s degree preferred.

Responsibilities

• Build rapport with customers to understand needs, manage expectations and ensure SLA adherence.
• Review scope of work and pricing; negotiate costs while focusing on cost reduction; approve changes when needed.
• Analyze key metrics and reports to identify improvements and maintain contractual service quality.

Skills

Customer service

Team leadership

Communication skills

Analytical thinking

Multitasking

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office

Siebel

Databases

Job description

Vixxo is seeking a full-time Customer Service Team Lead to work at either our Oakbrook Terrace, IL, or Bloomfield, CT, corporate office.

THE ROLE

The Team Lead is to be the primary liaison between a customer’s headquarters and Vixxo to ensure decisions regarding the account demonstrate we have a thorough understanding of their organization and are aligned with shared goals and objectives, resulting in exceptional service, customer retention, and satisfaction.

WHO WILL LOVE THIS JOB

• collaborative teammate: you enjoy working with others and utilizing strong partnerships (internal and external) to achieve the best outcome
• driver: you enjoy taking responsibility for assuring company policies and procedures are correctly followed and find satisfaction in quickly mastering the guidelines of the role
• An efficient worker: you enjoy having multiple priorities at one time and multitask without sacrificing precision or accuracy
• an analytical problem solver: you are a quick decision-maker that is also careful to analyze new ideas or innovations to ensure alignment with established practices

TOP 3 RESPONSIBILITIES

• Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customer regarding status of services, time estimations and cost.
• Connect with service providers and build appropriate rapport to meet customer expectations. Review scope of work and pricing negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.
• Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements. Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs.

QUALIFICATIONS

• 3 - 5 years’ experience in customer service, customer retention, business development and/or account management, preferred. (Previous team lead and/or supervisory experience is preferred)
• Experience with Microsoft Office products including Excel, Outlook, and Word; experience working with Siebel and databases a plus.
• Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success
• Excellent written and verbal communication skills; strong problem-solving skills and data analysis abilities
• A high school diploma or equivalent is required. A Bachelor’s degree is preferred

WHY VIXXO

Vixxo wants your ambition, your experience, your talent, and what makes you unique. We may have a place for you on one of our many teams, all dedicated to facilities management for some of your favorite retail, grocery, restaurant and convenience market brands.

Just like you would, we hold ourselves accountable for growing the company and meeting aggressive goals. We also work equally as hard at growing our corporate culture, which includes Vixxo’s commitment to diversity and the fact great minds think differently.