Lead Customer Service Representative
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At a glance
Job overview
Insight Global is hiring a Lead Customer Service Representative. The Lead Customer Service Representative will supervise a team of customer service specialists, ensuring superior service delivery to online customers. This role involves leading and coaching the team to achieve quality customer interaction, build relationships, and ensure timely product and service delivery. The lead will also manage daily operations, analyze department results, and resolve complex customer issues.
Key focus areas include Organize and supervise day-to-day operations of a customer service team, Support the building and developing of an effective and high-performance team, and Maintain daily and weekly statistics for individual direct reports.
Successful candidates bring 4 Years Customer Service Experience, 1 Year Team Lead Experience, and Call Center Environment Experience. Important skills include Microsoft Office, Microsoft Word, Excel, Microsoft Outlook, English, and Spanish.
Skills & qualifications
Skills
Qualifications
Full job description
Job Description
As a Lead, Customer Service Rep you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.
What your day-to-day will look like:
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Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
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Support the building and developing of an effective and high-performance team
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Maintain daily and weekly statistics for individual direct reports
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Analyze department results
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Troubleshoot operational problems
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Complete team reports as required
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Identify and analyze escalated problems and provides guidance to direct reports for resolution
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Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction
Pay Rate: 31-31.25/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
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4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
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Experience with Microsoft Office (Word, Excel, & Outlook)
Experience in a call center environment
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Bilingual English/Spanish
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Strong customer service skills and the ability to satisfactorily resolve issues
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Solid ability to multitask with exceptional organizational skills
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Ability to thrive under pressure while delivering solutions that exceed customer expectations
You've read the whole posting — now see how you match it.