What are the responsibilities and job description for the Customer Service Team Lead position at i3 Verticals?
JOB TITLE: Customer Service Team Lead
DEPARTMENT: Education Operations- One Gas Payment Center
REPORTS TO: VP of Operations
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Canton, OH Office
SUMMARY OF POSITION
The Customer Service Team Lead position is a key team member of the One Gas Payment Center Team within Business Operations at i3 Education. This position reports to the VP of Operations and oversees day-to-day tasks within their team.
The primary function of this position is to oversee customer service representatives support staff, provide leadership, set goals, develop strategy and vision for the team to attain the set goals. The Customer Service Team Lead also provides oversight into planning, analysis, reporting the standards, policies, and staff development of those team members supervised. This individual should have solid written and verbal soft skills and be proficient on a computer, especially with the Microsoft Office suite. The individual should also have call center knowledge as outlined below or equivalent industry knowledge.
EDUCATION & EXPERIENCE
HS diploma and bachelor’s degree from accredited college preferred.
or
3 Years of experience in a call center setting.
DUTIES & RESPONSIBILITIES
- Demonstrate an excellent quality of support to our customers (the customer’s first approach).
- Embrace a positive team environment.
- Performs QA and Grade CSR calls. Identifies significant issues as they relate to providing a high level of customer service as defined by the customer service standards set by the Business of Operation leadership for the purpose of providing exceptional customer service that exceeds their expectations.
- Diagnose underlying cause of customer complaints or staff performance issues.
- Evaluate ongoing support issues and look for ways to suggest preventative measures.
- Create and maintain documentation to assist in future problem resolution.
- Mange AWS Connect One Gas payment phone queues.
- Provide daily and monthly reports with payment center metrics to VP of Operations.
- Provide training for new team members and continued training for current team members.
- Attend weekly operational meeting.
- Manages the timecard system for team members.
- Other as directed by the Operations Manager or VP of Operations.
DESIRED SKILLS
Excellent written and verbal soft skills.
Ability to train support personnel on our solutions in both a one on one and a large group setting.
Comfortable on a computer and experience with Microsoft Office.
Working knowledge of One Gas payment solutions contact center.
Proficient in supporting One Gas contact center that their team is responsible for.
DISTINGUISHING FEATURES
An employee in this role provides leadership and vision to the company goals. They also lead support activities on all of the respective products their team is responsible for. This includes troubleshooting issues and training support personnel. The employee should also have the skill set to speak with customers when calls are escalated to a supervisor by CSR team members. Establishes a foundation of continued growth and maintained success for the company and the team members.
