The objective of the Team Lead is to be the primary liaison between our clients and their customers. Our ideal candidate is someone with excellent interpersonal skills who is comfortable in a fast-paced client facing role. Applicants with excellent leadership skills who are looking to grow quickly within their careers are encouraged to apply. Our Customer Service Team Lead must possess a thorough understanding of their organization and are aligned with shared goals and objectives resulting in exceptional service, customer retention and satisfaction.
Essential Duties and Responsibilities:
Daily responsibilities include the following. Other duties may be assigned:
Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirement in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customers regarding status of services, time estimations and cost.
Review scope of work and pricing, negotiate rates and costa as necessary with a laser focus on customer cost reduction. Verify customer requirement have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.
Establish and cultivate appropriate rapport during the verification process
Analyze key metrics, gauges, and performance indicators to identify areas of focus and/or necessary improvements. Determine appropriate actions, communications and take steps necessary to continue providing exceptional services
Assist in setting appointments for installation of new services
No experience is necessary: customer service, customer retention and/or business development experience is a plus
Demonstrated experience in providing exceptional customer support in a fast paced environment.
Excellent written and verbal communication skills.
Strong problem solving skills and data analysis abilities.
Computer literacy and mobile device literacy is required
Experience working in a client-facing roles is a plus
Excellent interpersonal skills
Excellent time management skills
High degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success.
Must have a strong desire to grow in a team environment
Previous team lead and/or supervisory experience is not required, we train our candidates and promote from within
If you're interested in a fast-paced, dynamic and collaborative environment don't delay and apply today!