Customer Service Lead

JOB SUMMARY 

The Lead Customer Service Agent will help lead a team of representatives to provide exceptional customer service. This position will collaborate closely with Supervisor(s), the Training Department, and the QA/QC team to assist with coaching, training and development of staff. The Lead Customer Service Agent will handle escalated customer issues, ensuring timely and effective resolutions while providing operational support to enhance team performance and service delivery.  In addition, the Lead Customer Service Agent will monitor key performance metrics, including Real-Time Adherence (RTA) and Back Office System (BOS) functionality, and will be responsible for identifying and reporting any irregularities. 

DUTIES AND RESPONSIBILITIES  

• Promote positive customer relations with customers and coworkers. 
• Assist customers and support coworkers in a courteous, polite, and professional manner. 
• Answer customers in a timely, efficient, and knowledgeable manner.  
• Assist customer service representative to resolve complaints and disputes. 
• Use sound judgement to resolve issues and minimize referrals and escalations to designated supervisors or departments. 
• Assist training to support continuous improvement. 
• Assist escalated customers referred from Customer Service Agents (CSA).   
• Respond to customer contacts via all channels (calls, chats, emails, etc.).   
• Maintain a thorough understanding of customer service center policies, procedures, business rules and operations.
• Maintain customer records by updating account information.  
• Process the closing of customer accounts and initiate refunds when required.  
• Assist with daily floor supervision.  
• Assist in establishing, improving, and streamlining workflows and processes that support program standards, procedures and strategic directives.  
• Complete required quality assurance CSC audits and provide immediate coaching and feedback to CSAs.  
• Assist Workforce Management coordinator by utilizing Genesys Cloud and PureInsights software to ensure real-time adherence.    
• Securely handle confidential information and assignment of special projects as needed.  
• Consistently meet established productivity, schedule adherence, and quality standards.  
• Communicate effectively with clients and co-workers at all levels within and outside the organization.  
• Special projects and other duties as assigned.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

• Ability to work well with other employees as a team and independently while being flexible and open to learning new experiences in a fast‐paced, dynamic environment.
• Excellent oral and verbal communication skills. 
• Excellent attendance and punctuality. 
• Detail-orientated, efficient, energetic, self-motivated, and quick-thinking.
• Possess strong interpersonal skills and have compassion and empathy for customers. 
• Ability to effectively present information to customers, clients, and other employees of the organization as well as to carry out detailed written or oral instructions.
• Strong computer skills required, strong data entry skills, 10-key and various Microsoft Office programs. 
• Ability to achieve and maintain departmental performance standards. 
• Strong problem-solving skills with an ability to effectively analyze results, lead, motivate, develop and coach staff. 
• Ability to work under pressure, meet deadlines and be accountable for the performance of others. 

PHYSICAL DEMANDS 

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA (Family Medical Leave Act) and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards. 
• Ability to adhere to strict attendance requirements 
• Primarily sedentary physical work requiring ability to lift 10 pounds 
• Must be able to lift, carry, walk, and stand 
• Vision for reading, recording, and interpreting information 
• Frequent speech communication, hearing and listening to maintain communication 
• Daily use of computer and keyboard, standard office equipment and telephone 
• Ability to access, input, and retrieve information from the computer 
• Frequent hand/eye coordination to operate computer keyboard and office equipment 
• Noise level in the work environment is quiet to moderate 

SUPERVISORY RESPONSIBILITIES