Customer Support Team Lead

POSITION SUMMARY

The Customer Support Team Lead assists the Customer Support Manager (CSM) in managing the Customer Support Team Floor to maximize queue efficiency and to be a primary contact point to offer assistance to agents as needed.  Assists with new hire training and actively monitoring quality metrics.   

ESSENTIAL FUNCTIONS

• Monitor agents for quality, complete audits, deliver coaching and feedback
• Assist the CSM with call queue accountability
• Monitors job outcome reports, research phone recordings to ensure adherence to troubleshooting process to reduce service aborts
• Conducts new hire training and reoccurring training to ensure comprehension of all processes, procedures and products offered.
• Provide insight and feedback to management to ensure optimal focus on customer support.
• Research, analyze, document and coordinate resolution with the appropriate personnel
• Assist escalations team with escalated complaints that may require management review
• Resolve complex issues and performs advanced troubleshooting with clients that have reached an escalation point
• Complete incident reports
• Respond to voicemails and email contact requests
• Provide back-up assistance to clients calling into the customer support queue.
• Document client contact and outcome in client database
• Observes all health/safety and security procedures; reports potentially unsafe conditions
• Uses equipment and materials properly
• Employee may perform other related duties as requested by management

SKILLS

• Must have basic working knowledge of Microsoft Windows and Office Suite and have proficient typing skills
• Strong communication skills
• Should possess good reading skills and have a clear speaking voice
• Capacity for listening, dealing with confrontation and overcoming objections
• Customer-centric mentality
• Product knowledge and methodological troubleshooting
• Interpersonal skills
• Analytical thinking
• Ability to handle and prioritize multiple tasks
• Organizational Skills

ATTRIBUTES

• Proper telephone etiquette, maintain a positive, empathetic and professional attitude towards customers at all times
• Ability to comprehend, read and write simple instructions, correspondence, and memos.
• Ability to effectively present information in a one-on-one and small group situations.   This includes to clients/customers, the customer support team and other employees of the organization.
• Ability to work and contribute to a positive team environment
• Approaches others in a tactful manner, reacts well under pressure; accepts and adapts to frequent change
• Works with integrity and ethically; supports organization’s culture, goals and values
• Adheres to work schedule

EDUCATION/EXPERIENCE

Associate’s degree (A.A.) or equivalent from a two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS

Must occasionally lift and/or move up to 10 pounds

Regularly required to sit, talk, or listen; occasionally required to stand.

Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate

NOTE:  This job description is not intended to be all-inclusive.