What are the responsibilities and job description for the Team Lead - Customer Service Center position at Strategic Data Systems?
Team Lead - Customer Service Center
Naval Support Activity - Millington, TN 38053
100% On-Site
SDS is currently hiring Team Leads to support a Navy command in Millington, TN. As an SDS Customer Service Center Team Lead, you will be part of a motivated and high achieving team who provides customer service support to US Navy personnel across the world. The successful candidate will have a strong knowledge of all processes and transactions conducted by the CSC. They will have in-depth knowledge of the management tools used by Floor Leads and the work, personal conduct, and dress code requirements set forth by SDS. The successful candidate will be expected to conduct QA of transactions being performed during their shift. Leads will be available for any shift and understand that overtime during Peak Board Season is a requirement of the position. Duties include, but are not limited to:
Providing customer support by answering general Navy personnel questions via telephone and email
Leading a team of customer service center representatives during a specific shift
Providing daily status updates to the Program Manager
Scanning, printing and reviewing Navy personnel documentation to ensure accuracy and completeness
Entering data from customer interactions into Customer Relationship Management (CRM) system
Escalating service requests to necessary subject matter experts as required
Utilizing a knowledge base to provide solutions for customers
\n- Associate degree preferred (High School Diploma required)
- Active Secret Clearance preferred (Must have background suitable to obtain a DoD Secret Clearance)
- Supervisory / Management experience preferred
- Knowledge of or experience using CRM systems
- Knowledge of printer functions, connectivity and understanding of basic printer/scanning troubleshooting
- Must be 24/7 flexible to work a day, night, or weekend shift (*Hours / Days subject to change based on business needs.*)
- Ability to lead the work activities and tasks of a group of customer service representatives
- Working knowledge of and proficiency using Microsoft Office products
- Ability to communicate effectively over the phone and via email with customers, Navy stakeholders and other SDS team members (Excellent written and oral communication skills )
- Positive attitude
- Willingness to work under supervision and be part of a team environment
- Experience with documentation using acceptable business methods
- Must be timely and possess leadership qualities
Strategic Data Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
