Customer Service Lead
Madix, Inc
full-time
Posted on:
Location Type: Office
Location: Terrell • Texas • United States
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Job Level
About the role
- People leader not an individual contributor
- Can do CSR role but no direct responsibilities to customers.
- Able to jump in only if needed
- Dealing with any unresolved issues beyond a CSR role’s capabilities
- Lead 1:1’s, work balancing, training, culture execution, onboarding new customers
- Joining strategic customer calls, soliciting feedback, and making continuous improvement efforts within their team.
- Inspiring team members & motivating them to reach individual & team goals
- Keeps team aligned to global KPI’s
- Handles escalations and evaluates team member's performance.
- Preparing & providing feedback on performance & reviews to CS Manager/Director
- Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
- Provide assistance to team members whom are experiencing difficulties with their job duties by putting them through and giving them personal coaching
- Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
- Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
- Serve as the intermediary between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
- Creating team-building opportunities
- Fostering positive relationships
- Encourage open communication
- Celebrating team successes
Requirements
- High school diploma or equivalency certificate
- Two to four years customer service related work experience
- Showcase good leadership skills to carry team members along
- Excellent skills for communicating and relating with both staff members and customers
- Good interpersonal skills to create a cordial relationship with team members
- Ability to multitask
- Have good temperate to handle disputes and emergencies
- Must be result oriented.
Benefits
- Group Health Insurance
- Company Paid Group Term Life
- Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care
- 401k – Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election)
- Holidays – 9 per year (Eligible after 30 days of employment)
- Vacation time
- Educational Assistance
- Employee Assistance Program
- Onsite Clinic – Free medical visits
- Safety and Attendance incentives
- Employee Appreciation Days
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
leadershipcommunicationinterpersonal skillsteam motivationperformance evaluationcoachingmultitaskingconflict resolutionteam buildingrelationship management
Certifications
high school diplomaequivalency certificate