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 additional duties as assigned.
Skills Required:
- St...