A Call Center Representative answers calls from customers or makes outbound sales calls. Responds to customer inquiries, provides information on products and services, and manages customer complaints. Records customer information and processes orders. May process payments. May use email to follow up on customer inquiries or calls.
PeopleShare has an opening with a client for a Customer Service Lead role in Runnemede, NJ. This candidate should have previous leadership experience within a call center environment.
Title:
Customer Service Lead Location:
Runnemede, NJ 08078
Duration:
3 month contract-to-hire
Schedule:
Monday-Friday, 8:00 AM - 5:00 pm
Pay:
$20-24/hr
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.
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. IND38
