PeopleShare has an opening with a client for a Customer Service Lead role in Runnemede, NJ. This candidate should have previous leadership experience within a call center environment.
Title: Customer Service Lead
Location: Runnemede, NJ 08078
Duration: 3 month contract-to-hire
Schedule: Monday-Friday, 8:00 AM - 5:00 pm
Pay: $20-24/hr
Responsibilities:
- Ability to solve a range of straightforward problems.
- Knowledge of Ethos policies and procedures.
- Demonstrate clear and effective verbal communication skills in all interactions with team members, customers, and leaders of the business.
- Gather and assess customer information, such as order details, account histories, and product inquiries, to provide accurate solutions.
- Utilize excellent phone communication skills to manage inbound and outbound customer calls effectively.
- Manage multiple tasks simultaneously, such as processing orders, responding to inquiries, and updating customer records, while maintaining a high level of accuracy
- Maintain detailed records of orders, issues, and feedback to track customer histories and identify opportunities for service improvement.
Lead Responsibilities:
- Foster a team-oriented environment by working closely with Customer Service Associate to improve overall team performance and ensure a cohesive, high-functioning team. Encourage collaboration and open communication among team members to solve problems and deliver exceptional customer service.
- Act as a key point of contact for team members, providing them with relevant information and guidance as needed with company policies, updates and promotions.
- Continuously assess existing processes, workflows, and customer interactions to streamline operations, reduce cost and implement solutions to optimize efficiency.
- Handle complex customer issues with a high level of expertise and professionalism. Resolve challenges and deescalate customer concerns in a timely manner.
- Help the Customer Service Manager manage, hire, motivate, coach, and develop a team of CSRs, ensuring they maintain high levels of productivity and morale. Lead by example providing coaching and guidance.
- Work with the Customer Service Manager with addressing performance issues with a constructive approach, providing feedback and coaching to improve performance.
- Able to strike the appropriate balance between advocating for the customer and Ethos wellbeing. Works for win-win outcomes.
Experience:
- One-Two Years working in a Customer Service role
- One-Two Years in a Leadership role
- Must be able to communicate clearly in English both verbally and in writing
- Proficient in computer skills, IE Microsoft, Outlook, Excel
- Possess general knowledge of an office environment and tasks associated with such.
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