Customer Care Team Lead

Customer Care Team Lead

Requirements

• 4-6 years of customer service and/or call center experience
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence.
• Fluency in other written and spoken languages is a plus.
• Google Docs, DialPad, SalesForce, Slack preferred
• Familiarity with standard concepts, practices, and procedures within our particular field
• Ability to understand and relay company policies and procedures
• Excellent oral communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
• Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner
• Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things
• Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed
• Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, earns praise from customers
• Identifies and resolves problems in a timely manner; works well in group problem solving situations

Responsibilities

• Takes on timely responses to higher priority customer inquiries over the phone while meeting call center metrics
• Assist in responding and resolving higher level, complex concerns and situations received from customers via written correspondence, email, social media, Live Chat and through Collectors message boards
• Be an informal leader and mentor to other customer care representatives by assisting in developing and coaching teammates
• Help delegate work in informing prospective and existing customers of company services, memberships, procedures, policies, and promotions
• Help delegate order placements for memberships and supplies
• Research and resolve supervisory tickets, complaints or issues according to company policies and procedures
• Make calls to follow up on questions, complaints and issues
• Participate in outbound call campaigns to retain and engage customers
• Attend trade shows as company representative to assist in order processing with submissions
• Provide general office support
• Representatives will strive to earn praise from customers regarding the high quality care they provide via email, written correspondence, Live Chat and social media in particular.

Preferred Qualifications

• Fluency in other written and spoken languages is a plus
• Google Docs, DialPad, SalesForce, Slack preferred