Customer Service Lead Job Responsibilities:
Serves customers by providing product and service information; resolving product and service problems.
Customer Service Team Leader Job Duties:
- Accomplishes customer service objectives by selecting, orienting, training, assigning, scheduling, coaching, counseling, and enforcing policies and procedures.
- Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews, preparing and completing action plans implementing production, productivity, quality and customer service standards, resolving customer service problems, identifying customer service trends, determining system improvements; implementing change and corrective action
- Determines customer service requirements by maintaining contact with customer, conducting surveys, forming focus groups, benchmarking best practices analyzing information and applications.
- Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service matters monitoring and analyzing results; implementing changes
- Maximizes customer operational performance by providing customer service resources, resolving problems, disseminating advisories, warnings, and new techniques
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations.
- Accomplishes information systems and organization mission by completing related resulted as needed
- Create and email monthly reports
- Create and maintain repair schedules to completion
- Communicate new installs and follow to completion
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Contributes to team effort by accomplishing related results as needed.
- Follow up with customers regarding work order satisfaction, meter installation completion
- Assist in obtaining documentation necessary for account set up
- Communicate effectively with customers regarding their account setup, closure, restoration, and disconnection, and anything pertaining to accounts.
- Respond to customer and internal emails in a timely manner
- Assist in posting customer payments to accounts via telephone support and mail.
- Performing additional office duties as needed
- Must be proficient in Microsoft word, excel, PowerPoint, El Dorado, Invoice Cloud etc.
- Provide coverage where needed
- Maintains office services by organizing office operations and procedures, controlling correspondence; designing filing systems; reviewing and approving supply requisitions, assign and monitor clerical functions
- Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records,
- Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement.
- Completes operational requirements by scheduling and assigning employees; following up on work results
- Keeps management informed by reviewing and analyzing special reports, summarizing information, identifying trends
- Contributes to team effort by accomplishing related results as needed
- Create and maintain company newsletters
Job Type: Full-time
Pay: $15.00 - $16.00 per hour
Benefits:
Education:
- High school or equivalent (Preferred)
Work Location: In person
