What are the responsibilities and job description for the CUSTOMER SERVICE TEAM LEAD position at Cadence Innovations Group?
We’re seeking a motivated and experienced Customer Service Team Lead to oversee a team of Customer Support Specialists in a fast-paced, customer-focused environment. In this role, you’ll provide day-to-day leadership, handle escalations, drive performance through coaching and development, and ensure the team meets and exceeds key performance metrics. You'll be instrumental in creating a positive team culture, improving processes, and helping our agents grow and succeed.
A veteran owned business since 2002, Alpha Warranty Services is a multi-award-winning, nationally recognized Vehicle Service Contract (VSC) provider. With Alpha Warranty, you’ll have the opportunity to connect and collaborate with members of our awesome team for success in your job responsibilities, which, in addition to what we’ve described above, also include:
What You'll Be Doing:
- Supervise and mentor a team of 12 customer support agents, ensuring timely project completion and high-quality service delivery
- Serve as the first point of contact for escalations, complex customer issues, and agent support
- Analyze team performance data to identify trends, gaps, and opportunities for improvement
- Conduct regular 1:1 meetings, performance reviews, and coaching sessions to support agent development
- Monitor and report on team KPIs, including Quality Assurance scores, Not Available %, and Average Handle Time (AHT)
- Facilitate training sessions, role-playing scenarios, and communication workshops to enhance agent skills
- Provide timely, actionable feedback, including performance improvement plans when needed
- Support onboarding and ongoing training for new hires, ensuring a smooth transition and knowledge retention
- Keep team members informed of product updates, policy changes, and new support tools
- Lead engaging team meetings to align on objectives, share updates, and celebrate wins
- Promote a collaborative, respectful, and inclusive team culture
- Prepare and maintain daily and monthly performance reports for leadership review
What You Need For Success:
- High School Diploma or equivalent required
- Minimum 5 years of call center or customer service experience, with at least 1 year in a supervisory or team lead role
- Excellent organizational, time management, and multitasking abilities
- Strong analytical and problem-solving skills with a proactive mindset
- Effective communicator with the ability to give and receive constructive feedback
- Comfortable working with KPIs and performance data to drive team success
- Experience leading teams in a dynamic, high-volume support environment is preferred
- Knowledge of customer service best practices and coaching techniques
What’s in it for you?
- An exceptionally supportive company culture that places people over profit
- Consistent Monday – Friday schedules
- Fair and competitive compensation
- Health insurance options with generous company contributions
- Dental and Vision coverage
- Life and Disability insurance (100% company paid options for more!)
- Competitive 401k match program
- Paid Time Off (PTO) and Paid Holidays
- Paid Volunteerism Time Off (VTO) to support your community
- Legal and Pet insurance options
- Free Roadside Assistance for your personal vehicle
- Tuition Assistance Program with immediate eligibility
- Ongoing professional training and development
- Employee incentive and recognition programs
- A state-of-the-art office building with outstanding features and amenities, including free onsite fitness center, basketball court, game room with bowling alley, and electronically adjustable workstations
About Alpha Warranty Services:
Alpha Warranty Services provides a full line of unique and useful vehicle protection products and services. Founded in 2002 on a value system of integrity, dependability, and providing the best service, Alpha Warranty has enjoyed consistent growth and helped forge long-term partnerships with industry-leading auto dealerships across the country. The company takes pride in creating quality product and service innovations and fostering employee development. Because of this, Alpha has received recognition from multiple organizations including the MWCN Utah 100 for Fastest Growing Company, the Salt Lake Tribune for being a Top Workplace, and the American Business Awards for Veteran-Owned Company of the Year. If you want a rewarding and challenging career where you can work hard and play hard, join the Alpha team today.
Learn more about Alpha Warranty and our affiliated companies at www.alphawarranty.com, www.dealfi.com, and www.premiercomputing.com
U.S. EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION INFORMATION
Alpha Warranty Services is an equal opportunity employer. Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex/gender, sexual orientation, gender identity, ancestry, physical or mental disability, medical condition, genetic information/characteristics, military or veteran status and other basis protected by federal, state, or local law or ordinance or regulation. Reasonable accommodations will be provided to individuals with known disabilities in compliance with the Americans with Disabilities Act. For accommodation information or if you need special accommodations to complete the application process, contact the Human Resources Department at 800-662-5519.
