Job Overview We are seeking a dynamic and energetic Customer Service Lead to inspire and manage our customer support team. In this pivotal role, you will drive excellence in client interactions, oversee daily operations, and ensure our service standards are consistently exceeded. Your leadership will foster a collaborative environment where team members thrive, and customer satisfaction is at the forefront. This position offers an exciting opportunity to influence service quality, implement innovative solutions, and develop strategies that enhance overall client experiences.

Position Summary:

Customer Service Responsibilities

• Ability to solve a range of straightforward problems.
• Knowledge of Ethos policies and procedures.
• Demonstrate clear and effective verbal communication skills in all interactions with team members, customers, and leaders of the business.
• Gather and assess customer information, such as order details, account histories, and product inquiries, to provide accurate solutions.
• Utilize excellent phone communication skills to manage inbound and outbound customer calls effectively.
• Manage multiple tasks simultaneously, such as processing orders, responding to inquiries, and updating customer records, while maintaining a high level of accuracy
• Maintain detailed records of orders, issues, and feedback to track customer histories and identify opportunities for service improvement. Customer Service Lead Responsibilities
• Foster a team-oriented environment by working closely with Customer Service Associate to improve overall team performance and ensure a cohesive, high-functioning team. Encourage collaboration and open communication among team members to solve problems and deliver exceptional customer service.
• Act as a key point of contact for team members, providing them with relevant information and guidance as needed with company policies, updates and promotions.
• Continuously assess existing processes, workflows, and customer interactions to streamline operations, reduce cost and implement solutions to optimize efficiency.
• Handle complex customer issues with a high level of expertise and professionalism. Resolve challenges and deescalate customer concerns in a timely manner.
• Help the Customer Service Manager manage, hire, motivate, coach, and develop a team of CSRs, ensuring they maintain high levels of productivity and morale. Lead by example providing coaching and guidance.
• Work with the Customer Service Manager with addressing performance issues with a constructive approach, providing feedback and coaching to improve performance.
• Able to strike the appropriate balance between advocating for the customer and Ethos wellbeing.

Works for win-win outcomes.

Experience:

• One-Two Years working in a Customer Service role
• One-Two Years in a Leadership role
• Must be able to communicate clearly in English both verbally and in writing
• Proficient in computer skills, IE Microsoft, Outlook, Excel
• Possess general knowledge of an office environment and tasks associated with such.

Pay:

$20.00 - $24.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Life insurance Paid time off Referral program Retirement plan Vision insurance

Work Location:

In person