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)
Full-Time
Today is awesome! You showed up for work, had a quick team meeting, and then sat down at your desk. The calls started coming in from people who needed your help. You answered calls, listened to those customers tell you what they need, and you relied on your expertise to guide them. When you encountered questions you couldn’t answer, there was a friendly Team Leader close at hand who not only gave you the answer but provided on-the-spot training so you would always know how to handle these questions in the future. When the incoming calls slow down, you turn your attention to follow-up calls you conduct with customers to help them. You end your day knowing that you helped a lot of customers and played an integral part of the Gold Medal team. You’re already looking forward to tomorrow!
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