CC Customer Service Lead

Description Key Responsibilities Team Leadership & Support Provide daily guidance, coaching, and support to Customer Service Associates. Serve as the primary escalation point for complex customer inquiries and complaints. Monitor team workload, queue management, and service levels. Assist leadership with onboarding and training of new team members. Reinforce customer-centric behaviors and service excellence standards. Customer Experience Excellence Ensure timely, accurate, and professional responses to customer inquiries. Support resolution of issues related to products, orders, shipments, installations, warranties, and claims. Promote positive customer interactions that strengthen brand loyalty. Drive achievement of customer satisfaction and service quality goals. [linkedin.com] , [simplyhired.com] Operational Management Monitor phone, chat, email, and CRM case queues. Ensure accurate documentation of customer interactions within Salesforce or other CRM systems. Analyze trends in customer contacts and identify opportunities for process improvement. Support workforce planning and scheduling activities to maintain service levels. Product & Technical Expertise Serve as a subject matter expert on James Hardie/AZEK product portfolios. Maintain knowledge of product specifications, applications, installation best practices, and warranty programs. Provide guidance to team members regarding technical customer questions