Customer Service Team Lead

Job Summary

A Team Lead Customer Service assists with the growth of the company through new hire training and mentoring, QA audits, live call monitoring and coaching, and assisting with escalations. As the Team Lead, you will ensure that all customer service professionals have a thorough knowledge of the product, procedures, and expectations. You will be considered a resource for the customer service staff. In this role, you will conduct ongoing customer service representative support for all skill levels, including basic phone skills, as well as advanced customer service and retention techniques.

We are searching for someone who has a strong desire to learn and coach fellow customer service representatives, can think and react quickly to escalation calls and peer questions, has an inviting personality, and relentlessly maintains a positive and professional attitude.

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Key Responsibilities

• Provide additional training to the new hires (or any representative) as needed.
• Live listen and monitor representatives’ calls and coach them during those calls.
• Facilitate interviews for new hires.
• Schedule monthly meetings with the team to discuss any topics that require further training or clarity.
• Complete the evaluations/coaching packages in our CRM system and send them to representatives to review.
• Discuss and review the calls that QA audits with representatives.
• Walk representatives through how to handle an escalated situation.
• Take escalated manager calls for customers requesting a manager/supervisor.
• Holding agents on the team accountable and issuing disciplinary actions as needed.
• Create additional training documents that representatives can use to assist them with certain situations.
• Monitor attendance/timecards to ensure representatives are abiding by company policy.
• Send out daily statistics.
• Schedule individual meetings with representatives to enhance or command performance.
• Perform other duties as assigned by management as business needs arise.

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Qualifications

• 3+ years of customer service or retention experience with a proven track record of customer satisfaction.
• 3+ years of experience in teaching or mentoring new hires.
• 3+ years of growth and development with strategic evaluation/KPI planning.
• Bachelor’s Degree in Communication or Business Management (or equivalent experience)
• Proficient with Microsoft PowerPoint, Word, and Excel
• Ability to motivate, teach, and inspire staff.
• Ability to remain professional and confidential.
• Consistent and reliable attendance is an essential function of this position.

Compensation: $22.50-23.50 per hour

The candidate(s) offered this position will be required to pass a pre-employment background check. Endurance is an E-Verify employer.

PHYSICAL REQUIREMENTS:

• Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing
• Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.
• In a remote work environment, being interactive and communicative with management and co-workers in a visible manner is an essential function of the job. Camera/video usage is required.
• Must be able to lift 25 pounds.

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What We Offer

Our Benefits Include:

• Paid training
• Work From Home Opportunity
• Computer Equipment Provided
• 401(k) with company match after 90 days of employment
• Medical, Dental, and Vision Insurance
• Voluntary Life Insurance
• Internet Stipend
• Paid Time Off
• Holiday Pay

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