Contact Center Customer Service Lead

Position Overview

This role entails leading by example as an active participant in customer interactions, including phone, email, chat, and social media communications, while guiding and assisting team members with inquiries and challenges.

Key Duties

• Handle customer contacts across multiple channels and provide team support.
• Ensure weekend coverage with consistent attendance, particularly during peak times.
• Manage queue coverage by rotating team members through chat and offline duties during weekend shifts.
• Monitor adherence to break and lunch schedules to maintain service efficiency.
• Address escalated customer concerns promptly and professionally for resolution and satisfaction.
• Troubleshoot basic software and system issues involving SalesForce, Five9, and related technologies.
• Identify and recommend enhancements to customer service processes in collaboration with management.
• Support monitoring of SalesForce queue volumes to maintain desired service levels, especially during busy periods.
• Perform additional tasks as assigned by the Customer Service Manager to facilitate smooth operations.

Qualifications and Skills

• Exceptional communication and active listening skills; strong writing skills are advantageous.
• Excellent problem-solving capabilities coupled with attention to detail.
• Competency in managing multiple inquiries simultaneously across different platforms.
• Empathetic and patient approach with a customer-centric mindset.
• Previous experience in customer service or call center settings is preferred but not mandatory.
• Knowledge of building products is an advantage but not required.
• Minimum requirement: High School Diploma or GED.
• Associate degree or relevant experience is preferred.
• Proficiency in MS operating systems and Microsoft Office suite including Word, Excel, and PowerPoint.
• Familiarity with Customer Relationship Management systems, such as Salesforce, is preferred.

Values and Expectations

• Commitment to providing an exceptional customer experience by understanding and exceeding customer expectations.
• Innovative mindset to understand and serve evolving customer needs with advanced product knowledge.
• Respect for diversity and dedication to creating a safe, inclusive, and respectful workplace.
• Focus on teamwork, feedback, and problem-solving to achieve collective goals.
• Continuous improvement approach, always seeking ways to enhance processes and service.
• Operate with integrity, transparency, and courage, prioritizing ethical decisions over convenience or cost.

Physical and Other Requirements

• Good vision capabilities, including near, distance, color, and depth perception.
• Able to hear conversational speech.
• Capable of wearing personal protective equipment as needed according to safety protocols.

Additional Information

Starting hourly wage is $25.00.

The Contact Center Customer Service Lead will be based at the Keyser Avenue office, reporting directly to the Customer Experience Team Supervisor.

Reasonable accommodations will be provided to qualified individuals with disabilities to enable successful job performance.