Customer Support Team Lead - Orlando, United States - Acorn Stairlifts

Description

POSITION SUMMARY

The Customer Support Team Lead assists the Customer Support Manager (CSM) in managing the Customer Support Team Floor to maximize queue efficiency and to be a primary contact point to offer assistance to agents as needed.

Assists with new hire training and actively monitoring quality metrics.

ESSENTIAL FUNCTIONSMonitor agents for quality, complete audits, deliver coaching and feedbackAssist the CSM with call queue accountabilityMonitors job outcome reports, research phone recordings to ensure adherence to troubleshooting process to reduce service abortsConducts new hire training and reoccurring training to ensure comprehension of all processes, procedures and products offered.

Provide insight and feedback to management to ensure optimal focus on customer support.

Research, analyze, document and coordinate resolution with the appropriate personnelAssist escalations team with escalated complaints that may require management reviewResolve complex issues and performs advanced troubleshooting with clients that have reached an escalation pointComplete incident reportsRespond to voicemails and email contact requestsProvide back-up assistance to clients calling into the customer support queue.

Document client contact and outcome in client databaseObserves all health/safety and security procedures; reports potentially unsafe conditionsUses equipment and materials properlyEmployee may perform other related duties as requested by managementSKILLS

Must have basic working knowledge of Microsoft Windows and Office Suite and have proficient typing skillsStrong communication skillsShould possess good reading skills and have a clear speaking voiceCapacity for listening, dealing with confrontation and overcoming objectionsCustomer-centric mentalityProduct knowledge and methodological troubleshootingInterpersonal skillsAnalytical thinkingAbility to handle and prioritize multiple tasksOrganizational SkillsATTRIBUTES

Proper telephone etiquette, maintain a positive, empathetic and professional attitude towards customers at all timesAbility to comprehend, read and write simple instructions, correspondence, and memos.

Ability to effectively present information in a one-on-one and small group situations. This includes to clients/customers, the customer support team and other employees of the organization.
Ability to work and contribute to a positive team environmentApproaches others in a tactful manner, reacts well under pressure; accepts and adapts to frequent changeWorks with integrity and ethically; supports organization's culture, goals and valuesAdheres to work schedule

EDUCATION/EXPERIENCE

Associate's degree (A.A.) or equivalent from a two-year college or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS
Must occasionally lift and/or move up to 10 pounds

Regularly required to sit, talk, or listen; occasionally required to stand.

Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.


WORK ENVIRONMENT
The noise level in the work environment is usually moderate


NOTE:
This job description is not intended to be all-inclusive.
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