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Lead Customer Service Representative
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Tandem Vet
Somerville, MA (In Person)
$53,695 Salary, Full-Time
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Job Description
Lead Customer Service Representative Tandem Vet Somerville, MA Job Details Full-time $24.63 - $27.00 an hour 3 hours ago Benefits Dental insurance Qualifications Optimizing workflow processes Foreign language proficiency Computer operation Multitasking Interpersonal skills Attention to detail Desktop applications Data interpretation Data-driven problem-solving Customer support Productivity software Quality data entry Customer data entry Full Job Description Job Overview We are seeking a dynamic and energetic Lead Customer Service Representative to join our team! In this pivotal role, you will lead a team of customer support agents, ensuring exceptional service delivery across multiple channels. Your enthusiasm and leadership will drive customer satisfaction, foster positive client relationships, and uphold our commitment to outstanding client services. This position offers an exciting opportunity to make a meaningful impact by guiding your team to success while maintaining high standards of communication and efficiency. Duties Lead, motivate, and mentor a team of customer service representatives to achieve performance goals and deliver top-tier support. Oversee daily operations of the customer support team, ensuring timely and accurate responses to inquiries via phone, email, or chat. Conduct outbound calling campaigns to follow up with clients, gather feedback, or promote new products and services. Manage escalations effectively by resolving complex issues swiftly and professionally, ensuring customer satisfaction. Monitor call center metrics, analyze data for continuous improvement, and implement strategies to enhance service quality. Maintain comprehensive records of customer interactions, transactions, and feedback using Microsoft Office tools and data entry systems. Foster a positive team environment by providing ongoing training on communication skills, phone etiquette, and product knowledge. Requirements Proven experience in call center operations or customer support roles with leadership responsibilities preferred. Strong bilingual abilities in English plus additional languages are highly desirable; fluency in multiple languages enhances client engagement. Excellent communication skills with the ability to handle diverse customer needs with professionalism and empathy. Demonstrated proficiency in Microsoft Office applications, data entry, and computer skills necessary for daily operations. Experience with outbound calling campaigns, cash handling, and call center metrics analysis is advantageous. Ability to manage multiple tasks efficiently while maintaining attention to detail in a fast-paced environment. Strong analysis skills to interpret data trends and implement effective solutions for process improvements. Join us as a Lead Customer Service Representative and become a vital part of a vibrant team dedicated to delivering exceptional client experiences! Your leadership will inspire excellence while helping us build lasting relationships with our valued customers.