Job Summary
We are seeking an energetic and motivated Customer Service Team Lead to inspire and guide our customer support team toward delivering exceptional client experiences. In this pivotal role, you will oversee daily operations within a dynamic office environment, ensuring that service standards are consistently met or exceeded. Your leadership will drive team performance, foster a customer-centric culture, and implement data-driven strategies to enhance service quality. If you thrive in fast-paced settings, possess strong communication skills, and have a passion for managing teams in a customer support role, this is your opportunity to make a meaningful impact.
Responsibilities
- Lead, motivate, and supervise a diverse team of customer service representatives to achieve high levels of client satisfaction.
- Develop and implement effective training programs to enhance team skills in client services, technical proficiency, and negotiation techniques.
- Monitor email/call metrics and analyze data to identify areas for improvement; utilize insights to optimize workflows and service delivery.
- Manage escalations efficiently by providing guidance on complex issues, ensuring timely resolution while maintaining positive client relationships.
- Coordinate scheduling and resource allocation to ensure adequate coverage during peak periods and special campaigns.
- Foster a collaborative environment that encourages continuous learning, feedback, and professional development among team members.
- Collaborate with cross-functional teams such as sales and technical support to align strategies that improve overall customer experience.
Experience
- Proven experience in supervising or managing teams within a call center or customer support environment.
- Strong background in project management with the ability to oversee multiple initiatives simultaneously.
- Demonstrated leadership capabilities with a focus on coaching, motivating, and developing team members.
- Extensive knowledge of client services principles, call center management practices, and data-driven decision making.
- Excellent communication skills with the ability to negotiate solutions and convey information clearly across various channels.
- Technical proficiency in customer relationship management (CRM) software, data analysis tools, and other relevant technologies.
Join us if you’re passionate about leading teams that deliver outstanding customer service! We value proactive leaders who excel at analysis, communication, and managing teams in fast-paced environments — all while fostering a positive atmosphere that drives success for both clients and colleagues alike.
Pay: $21.00 - $25.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
Experience:
- Customer service: 1 year (Required)
Ability to Commute:
- Sarasota, FL 34243 (Required)
Work Location: In person
