Lead Customer Service Representative

Summary : Our transformative logistics client is searching for a Customer Service Representative in San Leandro, California! As a Lead, Customer Service Representative 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.

Location : San Leandro, California

Opportunity : 27-week Contract

Compensation : $23 / hr.

Responsibilities :

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 required
Experience with Microsoft Office (Word, Excel, & Outlook
Experience in a call center environment
Bilingual English / Spanish preferred
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

Category Code : JN003

Last updated : 2024-10-23

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Lead customer service