Team Lead

VIXXO; Hartford (CT); On-site; USD 55,000 - 75,000; 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 to deliver exceptional service.

This role focuses on building rapport, managing service levels, and guiding teams to meet contracts while controlling costs. Candidates should have 3–5 years in customer service or account management and strong communication.

Qualifications

• 3–5 years of experience in customer service, retention, or account management; team lead experience preferred.
• Proficiency with Microsoft Office (Excel, Outlook, Word); Siebel and databases a plus.
• Excellent interpersonal, written and verbal communication skills with strong problem-solving abilities.

Responsibilities

• Connect with customers to understand needs, set expectations and ensure service levels are met.
• Review scope and pricing with customers and providers, focusing on cost reduction and alignment.
• Analyze metrics and reports to identify improvements and drive delivery of contractual requirements.

Skills

Customer service

Account management

Team leadership

Communication

Collaboration

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Excel

Outlook

Siebel

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

• Acollaborative teammate:you enjoy working with others and utilizing strong partnerships (internal and external) to achieve the best outcome
• A 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.

As set forth in VIXXO’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.