Lead Customer Service Representative

Lead Customer Service Representative

Location: Swedesboro, New Jersey 08085

Shift Details: Evenings Monday, Wednesday-Saturday 11:30pm-8:00pm (Tuesdays and Sundays off)

Pay Rate: $21.00/Hour

Summary

As a Lead, Customer Service Rep you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

What your day-to-day will look like:

• Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
• Support the building and developing of an effective and high-performance team
• Maintain daily and weekly statistics for individual direct reports
• Analyze department results
• Troubleshoot operational problems
• Complete team reports as required
• Identify and analyze escalated problems and provides guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

Qualifications:

• 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• Experience with Microsoft Office (Word, Excel, & Outlook)

Preferred Qualifications:

• Experience in a call center environment
• Bilingual English/Spanish
• Strong customer service skills and the ability to satisfactorily resolve issues
• Solid ability to multitask with exceptional organizational skills
• Ability to thrive under pressure while delivering solutions that exceed customer expectations

In this role, you'll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We're a company where you can continually advance your career, no matter your background - the opportunities are endless and yours for the taking. If you're driven and looking for a place to grow, come join us.

Category Code: JN003

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Seniority Level: Associate