Customer Service Lead Job Description

Job summary 1

We are looking for a Customer Service Lead to support projects for a wide variety of clients. In this role, you will troubleshoot basic technical issues, build strong relationships with customers, fact-find to identify needs while recognizing opportunities and trends to share back with key partners and ensure that all our customers find satisfactory resolutions to issues. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

Duties & Responsibilities 1

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Requirements & Skills 1

Job summary 2

As a Customer Service Lead your role is to provide exceptional service through the identification and resolution of inquiries from Customers. Additionally, your role is to serve as the Subject Matter Expert (SME) while assisting Customer Service Agents with questions. The Customer Service Lead will occasionally assist in handling inbound customer calls providing support in the areas of inquiries, and complaints regarding our service. S/He must have the ability to listen to customer needs and provide first-call resolution.

Duties & Responsibilities 2

Requirements & Skills 2

Job summary 3

The Customer Service Lead is responsible to deliver a high level of customer engagement and ensure customer satisfaction from initial product inquiry through the post-delivery of the product. The incumbent's responsibilities will generally focus on contract review, order entry, coordination with application engineering, planning, and production groups, as well as providing exceptional customer service support. We are looking for an organized, friendly, and outgoing individual who can assist our customers, support the sales team, and work with other teams such as production, planning, and application engineering. The best candidate for this job will have some experience working with customers and utilizing an ERP system. This individual must have strong attention to detail and be able to effectively communicate with internal and external customers via email, phone, virtual meetings, and face-to-face conversations.

Duties & Responsibilities 3

Requirements & Skills 3

Job summary 4

The Customer Service Lead creates, enters, and manages customer orders (via phone/fax or e-channels) from internal and/or external customers. Responsible for front-line inquiry/service complaint management: Response to all queries (e.g. order status, product information, stock availability, company policies, price quotes, requests for documentation, etc.,) from internal and/ or external customers to achieve resolution process for the customer, limiting the need for the customer to call back numerous times for the same issue.

Duties & Responsibilities 4

Requirements & Skills 4

Job summary 5

Working independently and in a team environment under minimal supervision, the Customer Service Lead provides sales order and/or inventory management support to sales representatives, hospitals, clinics, and physicians. Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange, and e-mail. Fills customer orders and/or provides inventory support for products and services accurately, expeditiously, and under special circumstances.

Duties & Responsibilities 5

Requirements & Skills 5

Job summary 6

The Customer Service Lead will work with and coach a region team to provide legendary technical and commercial support to a Southeast Region geographic customer base. Duties include partnering with regional sales & operations teams to drive revenue; enhance and implement standard work policies & processes; and act upon Voice of Customer-based improvement opportunities & team performance needs. Experience in the manufacturing or rental industry preferred. Bachelor's degree required.

Duties & Responsibilities 6

Requirements & Skills 6

Job summary 7

We are looking for a high-caliber and tested Customer Service Lead to start a project with strategic significance and high exposure. In this initiative, we will tackle some of the most intriguing problems in the customer service space and build highly scalable services.

Duties & Responsibilities 7

Requirements & Skills 7

Job summary 8

The Customer Service Lead creates an outstanding customer experience through exceptional service. Establishes and maintains a safe and clean environment that encourages our customers to return. Embraces the Customer 1 st strategy and encourages team members to deliver excellent customer service. Demonstrates the company's core values of respect, honesty, integrity, diversity, inclusion, and the safety of others.

Duties & Responsibilities 8

Requirements & Skills 8

Job summary 9

The Customer Service Lead oversees and executes existing customer service functions and processes using new and/or established guidelines to support the company mission. Leads the execution of Lean processes whenever possible to aid the department's objectives for exceeding our Customers’ Expectations. Responsible for overseeing and maintaining department Work Instructions and process flows in partnership with the Director of Customer Service to ensure timely and consistent responses to all customer inquiries.

Duties & Responsibilities 9

Requirements & Skills 9

Job summary 10

The Customer Service Lead is responsible for the day-to-day supervision of the customer service area and oversees internal security efforts. Additional duties include cash room/reconciliation tasks, responding to customer inquiries, and student communication. This full-time position reports directly to the Customer Service Supervisor.

Duties & Responsibilities 10

Requirements & Skills 10

Frequently asked questions

What does a customer service lead do?

A customer service lead, also known as a customer service supervisor or team leader, is responsible for managing a team of customer service representatives and ensuring the delivery of high-quality service to customers. Here are some of the main duties that a customer service lead typically performs:

Team Management: They manage and supervise a team of customer service representatives, coordinating their work, assigning tasks, and ensuring they meet performance expectations.

Training: They are often responsible for training new customer service representatives and providing ongoing training to existing team members. This can involve teaching them about company policies, products, and customer service techniques.

Problem-Solving: They handle escalated customer issues that representatives cannot resolve. This requires strong problem-solving skills and the ability to remain calm under pressure.

Quality Assurance: They monitor and assess the quality of the customer service provided by their team. This can involve listening to recorded calls, reviewing customer feedback, or using other quality assurance methods.

Performance Evaluation: They typically provide feedback to their team members, conduct performance evaluations, and may play a role in hiring, disciplining, or terminating employees.

Policy Implementation: They ensure that the team adheres to company policies and guidelines when interacting with customers.

Reporting: They may be required to provide reports on the team's performance, customer satisfaction levels, common customer issues, or other relevant metrics.

Customer Interaction: Depending on the size of the organization, they may also interact directly with customers, either handling complex queries or providing a high level of service to key clients.

In essence, the customer service lead plays a crucial role in ensuring that the customer service team operates effectively and that customers are satisfied with the service they receive.

What skills does a customer service lead need?

A customer service lead needs a combination of technical, leadership, and soft skills. Here are some of the key skills required for this role:

Technical Skills:

Product Knowledge: They should have a deep understanding of the company's products or services in order to assist customers and train team members effectively.

Computer Skills: They often need to use customer relationship management (CRM) software, ticketing systems, and other software tools. Basic computer skills, including proficiency with word processing and spreadsheet software, are also necessary.

Data Analysis: They may need to analyze customer feedback and other data to gauge the team's performance and identify areas for improvement.

Leadership Skills:

Team Management: As a team leader, they need to be able to coordinate work, delegate tasks, and manage performance effectively.

Training and Coaching: They need to be able to train new team members and provide ongoing coaching and feedback to their team.

Decision-Making: They often need to make decisions under pressure, such as when dealing with complex customer issues or making staffing decisions.

Soft Skills:

Communication: They need excellent verbal and written communication skills to interact effectively with customers, team members, and other stakeholders.

Problem-Solving: They need to be able to resolve customer complaints and other issues effectively. This requires good problem-solving skills and creativity.

Empathy: They need to understand and respond to the needs and emotions of both customers and team members. Empathy can help them provide better service and create a more supportive team environment.

Patience: They often need to deal with challenging customers or situations, which requires patience and a calm demeanor.

Adaptability: Customer service environments can be fast-paced and unpredictable. A good customer service lead can adapt to changing circumstances and help their team adapt as well.

These are some of the key skills a customer service lead needs, but the specific skills required can vary depending on the job, the industry, and the specific responsibilities of the role.

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