Customer Service Lead Job Description

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Customer Service Lead Job Description

Job descriptions
Call Center and Customer Service

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

Bachelor's degree preferred in business administration, communications, or a related field.
2+ years of experience in retail or e-commerce-related fields and related industries.
Must have strong organizational and communication skills, as well as attention to detail
Strong problem-solving skills, Excellent written communication required, Strategic thinker
- Must be a self-starter and able to independently move, prioritize tasks, and meet deadlines
- Must be able to use Microsoft Suite and tools
- Zendesk, Netsuite, Bazaar Voice Experience a plus

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

Manage workflow/coverage needs and monitor overall team production, reallocating resources as needed to ensure adherence to SLAs and associated metrics.
- Effectively manage daily transactional production of an assigned team of employees through enabling appropriate work assignments, reviewing reports, resolving escalations, and managing communications with clients, including trouble-shooting of issues, as appropriate.
- Manage employee performance through adherence to Equifax requirements, documenting employee productivity against established standards, holding routine one-on-one meetings with employees, and appropriate use of disciplinary procedures, as required.
- Manage relationships and establish effective communication strategies with clients.

Requirements & Skills 2

What experience you need
High School Diploma or GED
7+ years of customer service experience, with 2+ years in a lead or supervisory role
- 1+ years' call de-escalation experience
- What could set you apart
- A college degree in business or a related field

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

Project and Departmental Initiative Support. Ensure process improvements can be made to optimize Customer Satisfaction, by tracking complaints, seeking their root causes, and connecting the dots, to ensure every cross-functional interaction and the implication each plays on driving optimized solutions.
Reporting and analysis of customer data and order management activities. Utilizes strategic thinking to implement process improvements to benefit the customer, the company, and the department.
Perform other work-related duties as assigned.
Adheres to quality controls process and service quality guidelines.
- Supports testing of tools and systems where appropriate
- Remain current with and apply internal and operating companies’ policies & procedures.
- Contribute to and promote harmony, growth, and teamwork within the Customer Service organization.

Requirements & Skills 4

BA Degree in Business, or related field, MBA preferred.
3 years experience in a customer-facing role.
Curiosity, Critical Thinking, and the passion to drive improvements Ability to Multi-task and manage multiple conflicting priorities.
Ability to maintain composure through stressful situations.
Proficient in Microsoft Office Applications
- Proficient in SAP
- Excellent written and oral communication skills required
- English and Spanish fluently

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

Manages, coordinates, and analyzes the rental and purchase business sales cycle by determining the needs of our customers and provides guidance ensuring compliance with programs and customer satisfaction. Manages and facilitates rental and purchase orders, shipments, trunk stock, and unit tracking, determines to source and coordinates deliveries with manufacturing, warehouse, or 3PL as needed working with field personnel, internal/external customers, and customer service staff
Follows up and resolves discrepancies, credit holds, training requirements, or product availability issues promptly. Ensures proactive communication to our customers on order status, expected release dates, or requirements needed to fulfill orders. Researches, troubleshoots, investigates, and resolves customer challenges to ensure timely resolution and high customer satisfaction. Analyzes and interprets customer requirements and develops feasible solutions by working with other related personnel when problems and/or inquiries arise.
Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches. Works on or facilitates process improvement and projects under the supervision of the Customer Service Lead/Supervisor/Manager. Manages assignments where considerable judgment and initiative are required in resolving problems and making recommendations. May be assigned to assist on projects requiring more direct and diverse experience and expertise within the Customer Service department.
Develops rapport with customers and field sales/clinical personnel via verbal and written communication. Proactively and effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Maintains and models positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
- Provides and communicates inventory status updates and support. Performs advanced transactions requiring research and intra-department coordination and/or approvals. Manages allocations cross-functionally and provides direction to the team on shipments. Provides inventory tracking and support for all company devices. Transacts inventory movement and status changes. Researches and processes billing correction requests to ensure proper billing and corrects commission payments on all devices. Provides accurate entry and field support for clinical procedure calendar when required.
- Responsible for obtaining approvals, issuing and tracking returns, and issuing credits based on procedures. Works with customers to expedite the return through to resolution
- Keeps current on all products offered by the company. Monitors understand and implement changes in regulatory requirements or CS processes. Ensures all system requirements are met before product distribution. Processes product distribution releases in the ERP system once required documentation is obtained.

Requirements & Skills 5

Two-year degree with 2+ years related experience or equivalent combination of education and technical work experience.
Demonstrated experience in a customer service or closely related environment.
Demonstrated competence in English spelling, grammar, and punctuation, including the ability to successfully pass a reading comprehension pre-employment examination.
Demonstrated organizational skills, attentiveness to detail, and the ability to handle multiple projects simultaneously.
Demonstrated interpersonal skills, including the ability to listen, resolve problems, deal with unresolved issues, delays, and unexpected events, and the ability to effectively communicate and maintain rapport with sales representatives and customers.
Demonstrated keyboard and personal computer skills, including the ability to pass a 10-key assessment examination.
- Experience with Microsoft Office including Excel, Word, or equivalent applications.
- Experience working in a broader enterprise/cross-division business unit model preferred.
- Ability to work in a highly matrixed and geographically diverse business environment.

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

Provide leadership, training, and direct supervision for designated Customer Service personnel in the performance of their key functions.
Regularly partner with sales and operational management in designated territory to ensure the virtual group is cohesive, inclusive and collaborative to accomplish company objectives.
Establish and monitor key customer satisfaction and performance metrics, implement corrective actions to address variances, and communicate results.
Evaluate, develop, and implement necessary departmental processes, documentation, and training programs.
Engage in program development related to improving the customer experience and/or department efficiencies.
Participate in hiring, regular performance assessments, coaching for talent development, discipline input, etc. to support and build a
- Drive or coordinate team special project assignments
- Facilitate or perform backup coverage within the specific team and across other teams of similar function.
- Ensure compliance with all established personnel policies and procedures.

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

Maintains a positive and professional demeanor portraying the company in a positive light and effectively managing sensitive issues.
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
- Actively seeks solutions through effective reasoning and data interpretation skills and identifies trends to appropriate channels including improvement suggestions.
- Work extensively with the product teams to identify process improvement opportunities and propose the best service strategy by Liaising with Supervisors and other departments within the business.

Requirements & Skills 7

2+ years of Customer Service experience in the Contact Center industry.
Demonstrated experience working directly with customers to resolve issues promptly.
- Typing skills. At least 30 WPM.
- High school diploma.
- Proficiency in MS Office

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

Bachelor’s Degree preferred and/or the equivalent combination of work experience and education.
Five (5) + years of experience working in support of a sales organization or similar business environment.
Order entry system experience required.
CRM and ERP experience required.
- Experience in the manufacturing industry, especially in a customer service or sales role preferred.
- Experience in Lean and/or process improvements a plus.
- Foreign language is a plus.

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

High School Diploma/GED and one-year general office/clerical experience. Training/education may substitute for some of the experience. Requires knowledge and/or demonstrated ability to perform general office tasks. Specific knowledge/skills may be required.
Experience training others and a demonstrated ability to lead.
1 year of customer service and cash handling experience in a retail environment
Proficiency with Microsoft Office products and Google Software platforms.
Ability to communicate effectively.
Knowledge of retail sales and handling merchandise.
- Ability to provide excellent customer service.
- Strong interpersonal and problem-solving skills.
- Excellent administrative and leadership skills.

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.

Olivia Powell
Recruiting expert

Last updated Sep 23

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Customer Service Lead Job Description

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Frequently asked questions

What does a customer service lead do?

What skills does a customer service lead need?

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