Customer Service Team Lead

As a Customer Service - Team Lead, you will be responsible for consistently meeting and exceeding individual goals while driving the team towards department goals. You will demonstrate a proven capacity to resolve customer issues quickly along with coaching and training others to resolve customer issues.

With strong de-escalation skills and a customer-centered mindset, you will maintain a high level of

professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Primary Duties and Responsibilities:

• Provide team with support and be available to answer questions
• Monitoring and driving phone queues, inboxes, and portals to decrease ABN (Abandonment) rates, lowering wait and response times.
• Handle customer escalations through completion.
• Prepare monthly reports.
• Manage team schedule.
• Deliver new hire and continuous training courses.
• Perform additio...