Customer Service Team Lead Position Available In Manatee, Florida

Customer Service Team Lead Life Surge – 4.6

Palmetto, FL Job Details Full-time Estimated:

$36.2K – $41.3K a year 11 hours ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance Qualifications CRM software Google Suite Management Customer service Call center Mid-level Microsoft Office Conflict management Leadership Communication skills Time management

Full Job Description Job Title:

Impact Counselor Team Lead Employment Type:

Full Time, 40 hours/week Reports to:

Event Engagement Director FLSA Status:

Exempt Position Type:

In-Person Who We Are

LIFE SURGE

is a leading company in the industry of faith-based live events and financial education programs. One of the fastest growing organizations in the country, LIFE SURGE exists to inspire, transform and equip people to build their personal impact in ways that glorify God. By annually producing 30+ events and providing financial education to thousands around the nation, we do just that. We are a team of experienced professionals who are passionate about helping people learn, grow, and connect so they may live more enriched lives. Our culture is one where we celebrate one another, individually and as a team. We look to acknowledge and reward our star performers. Let your light shine in our company! Opportunity We are seeking an experienced and compassionate Impact Counselor Team Lead to oversee a dynamic team responsible for overseeing the Impact Counselors. This role requires strong leadership, excellent communication skills, and a deep commitment to providing exceptional service to those seeking financial education grounded in Christian values. We are a values-driven organization and as a member of our team, you’ll play a pivotal role in ensuring our customers receive the guidance and support they need to grow in their financial wisdom and faith.

Responsibilities:

Lead and manage a team of customer service representatives handling inbound and outbound calls related to our Impact Classes. Provide ongoing coaching, training, and performance feedback to ensure the team delivers high-quality service. Monitor team performance to ensure KPIs (Key Performance Indicators) such as call response time, customer satisfaction, and issue resolution are consistently met. Foster a positive, respectful, and results-driven team culture aligned with the company’s purpose, mission, vision, and values. Oversee the team’s interaction with customers, ensuring inquiries about class details, enrollment, and financial education resources are handled with professionalism and empathy. Resolve escalated customer issues promptly and effectively while maintaining a strong commitment to principles of integrity, honesty, and compassion. Develop and maintain strong relationships with prospective and existing customers to ensure ongoing engagement with our educational offerings. Collaborate with HR and direct supervisor to implement development programs aimed at enhancing individual team members’ skills and career growth. Track and analyze customer interactions to identify trends and areas for improvement. Report on team performance, customer feedback, and call outcomes to senior management. Implement strategies to improve customer satisfaction, reduce call volume escalation, and enhance the overall customer experience. Continuously assess and improve call handling processes to ensure efficiency and effectiveness in meeting customer needs. Collaborate with cross-functional teams to streamline operations and ensure alignment with business goals. Stay informed about industry best practices in customer service and financial education, bringing forward innovative ideas for service enhancement.

Qualifications:

Proven experience in a customer service or team leadership role, preferably in a call center or educational setting. Strong understanding of customer service principles, conflict resolution, and relationship management. A passion for growth, learning, and development. Excellent verbal and written communication skills with the ability to interact effectively with a diverse range of attendees/students. Strong organizational and time-management skills with the ability to prioritize tasks in a fast-paced environment. Ability to lead by example, providing guidance, motivation, and support to team members. Proficiency in CRM software, call management systems, and basic office software (Microsoft Office, Google Suite).

Benefits:

Health, Dental, Vision, Life, Holiday and Paid Time Off. Non-corporate, casual, entrepreneurial, comfortable, fun, and proactive work environment. High-level performers, disciplined, and self-motivated people will do

VERY WELL

in this environment.

LIFE SURGE

is an Equal Opportunity Employer. We value diversity and seek to empower each individual while supporting the many perspectives, skills, and experiences within our workforce. All employment is decided based on qualifications, merit, and business needs. fPoGQvxXk5