What are the responsibilities and job description for the Customer Service Team Lead position at TalentReef?
You in The Role and on The Team: In this role you will monitor the inbound and outbound queues to ensure SLA goals are being met. You will coach, lead and manage a small team of customer service reps that are serving our customers. You will be expected to be on phone calls during high volume and/or emails/chat.
A Day in the Life
- Assist with the onboarding of new hires within the CS department.
- Administer ongoing training to ensure that the team's system knowledge is comprehensive and up to date.
- Fields questions, comments and concerns from CSRs to increase knowledge and maintain performance within the department.
- Scheduling and hosting one and one monthly check- ins with CSRs to assist with career path development and preserve an ongoing rapport with their direct reports.
- Oversees reach out assignments, providing training materials, Phone line support during high volume, and communicating with other departments to ensure that clients are requests are being met in a timely manner.
Key success factors
- 1 year of advanced system knowledge within the TalentReef software
- 1 year of MS Office experience
- Previous leadership experience a plus
- Highly organized and ability to work in a fast-paced environment
- Flexible attitude that can adapt to new situations
- Excellent communication skills
- Ability to multi-task
- Capacity to ingest, analyze and process new information to respond
One more thing: Not sure you meet all the qualifications? Apply anyway! We don’t hire off key words. We hire real people who have experience and skills we want to hear about. This could be your dream job, but you won’t know unless you apply.
The Location: Denver/Hybrid
The Salary: $40,000-50,000
The People: We consider the people at TalentReef to be the strength of our company. TalentReef is a great place to learn and work, and we look forward to your contributions in fueling our growth and optimizing our client’s talent management processes.
The Benefits:
We take care of our team and provide great benefits:
- Flexible Time Off (Unlimited)
- Competitive Health Benefits
- Free RTD EcoPass
- Subsidized parking
- Kitchen stocked with snacks, Kombucha and Cold Brew on tap
- Career Journey planning and employee recognition
Culture is important to us and there are numerous options to get involved and collaborate, including giving back to our local communities, staying fit, joining our cultural networks, and having fun and celebrating together! The Rowdy Reef Crew (RRC) works to create events and opportunities for our employees to socialize and have fun.
The Process:
- You find this posting
- It piques your interest
- You tell us you’re interested (apply, email, scream from rooftop)
- We set up time to talk further about this amazing opportunity
- You meet the team in person and via Zoom
- You take the job and tell everyone how amazing your life has become
- You refer your friends, and they join the fun
The Advice: Don’t ignore this opportunity. If nothing else, it will teach you the type of company you need to look for.
The Company: At TalentReef, we deliver the leading HR software and customer service expertise in partnership with the service industry. Your contributions both big and small will be valued, recognized, and rewarded at every step along our exciting journey. Our team is passionate about growth, innovation, and collaboration. We are constantly striving to improve and better ourselves so that we can better support our customers.
TalentReef is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level
Salary : $40,000 - $50,000
