Customer Service Team Lead in Training - Houston, United States - Eminence Relations Inc
Description
Benefits:
Company parties
Free food & snacks
Health insurance
Opportunity for advancement
Signing bonus
Training & development
Eminence Relations is dedicated to providing top-tier customer service, and we are currently seeking a dynamic and experienced Customer Service Team Lead to join our team. As a leader in the industry, we prioritize the development of strong customer relationships and the delivery of exceptional service. If you possess exceptional leadership skills and a passion for fostering a positive and productive work environment, we welcome you to apply for this important leadership role within our customer service department.
Before applying:
Must be at least 18 yrs old
Must live in Houston
Must not have any criminal record less than 7 yrs ago, misdemeanor is okay
Key Responsibilities:
Team Management: Supervise and mentor a team of customer service representatives, providing guidance, support, and training to ensure the delivery of high-quality service to our valued customers.
Performance Monitoring: Monitor individual and team performance, providing regular feedback and coaching to enhance performance and achieve established KPIs and service level agreements.
Issue Resolution: Handle escalated customer inquiries and complaints, working closely with team members to ensure timely and effective resolution while maintaining a positive customer experience.
Process Improvement: Collaborate with management to identify opportunities for process enhancements and implement improvements to streamline customer service operations and enhance overall efficiency.
Reporting and Analysis: Generate and analyze customer service performance reports, using data-driven insights to identify trends and areas for improvement. Provide comprehensive reports to management on a regular basis.
Cross-Departmental Collaboration: Liaise with other departments, including sales and operations, to address customer concerns and contribute to the development of customer-centric strategies.
Training and Development: Conduct regular training sessions for the customer service team, focusing on product knowledge, customer engagement techniques, and effective issue resolution strategies.
Quality Assurance: Ensure adherence to company standards and policies, conducting regular quality assessments to maintain consistent and exceptional service levels.
Qualifications:
Bachelor's degree or equivalent experience in a relevant field but NOT required
Proven experience in a customer service role, with a demonstrated track record of leadership and team management.
Excellent communication and interpersonal skills, with the ability to handle challenging customer interactions with empathy and professionalism.
Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
Leadership skills, including the ability to motivate and inspire team members to achieve goals.
Solid understanding of customer service best practices and industry standards.
Ability to thrive in a fast-paced environment and adapt to changing priorities.
A customer-centric mindset and a commitment to delivering exceptional service.