Customer Service Team Leader leads a customer service team that responds to phone, e-mail, or chat non-technical service requests from customers. Responds to and resolves escalated issues and/or unique or complex requests from customers. Being a Customer Service Team Leader monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Additionally, Customer Service Team Leader trains and provides support to less experienced team members. May assist manager or supervisor with scheduling. May be authorized to approve special adjustments or exceptions for a customer. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
Customer Services Leader
Alpen High Performance Products, Louisville Colorado
Alpen High Performance Products is a high-growth industry leading window and door manufacturer at the forefront of the high performance building industry. Alpen's team works with architects, developers, energy consultants and others on the leading edge of building science, including Net Zero Energy, Passive House, LEED, and Living Building Challenge programs. Alpen's market is growing fast due to shifting consumer demand for climate friendly and resilient products as well as regulatory changes in building code driving higher levels of energy efficiency.
The Customer Service Leader is responsible for overseeing the daily operations of the customer service and warranty department. The Customer Service and Warranty department coordinate and provide product & service information, answer questions and resolve emerging problems that Alpen's customer might face.
Job Responsibilities
-Provides guidance, mentorship, leadership and support for Customer Service Representatives.
-Setting customer service goals (kpi's) for team members and helping reach these goals.
-Maintain outstanding and lasting relationships with Alpen customers.
-Oversee the creation and management of both electronic and physical files using a CRM for Alpen.
-Oversee coordination with Alpen's Production Scheduling and Service & Warranty personnel.
Qualifications
5 years working and leading a customer service function in the building products space.
A Bachelor's Degree in Business Administration or related field is preferred.
Demonstrated experience managing multiple projects & conflicting schedules at one time.
Highly efficient in time management. Experience leading others with problem solving, continuous improvement, time management and juggling requests, questions and concerns.
Demonstrated comptency with Salesforce and CRM administration platforms.
Being confident in discussing customer and client facing questions and concerns. Strong calming demeanor.
Genuine curiosity and contagious highly motivational energy.
Job Type: Full-time
Pay: $45,000.00 - $91,000.00 per year
Benefits:
Shift:
Weekly day range:
Work Location: In person
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