Customer Service Team Lead I Beyond TalentEdge - 3.9 Rochester, NY Job Details Full-time $21 - $24 an hour 1 day ago Qualifications Optimizing workflow processes Data integrity assurance Computer operation Managing customer accounts Outbound sales Team member evaluation Customer relationship building Email customer support Freight documentation management Managing teams in a customer support role Phone communication Spreadsheets Logistics customer service Shipment tracking for distribution operations Performance feedback (performance evaluation method) De-escalation techniques Logistics data analysis Research Mid-level Order shipping Managing clients in a customer support role Inside sales Team development Data integrity and documentation Supervising experience Freight shipment tracking Task prioritization Decision making Team training Customer engagement Full Job Description Beyond TalentEdge has a direct hire opportunity for a Customer Service Team Lead I. Our client is a leader in logistics operations. The Customer Service Team Lead oversees a dedicated team of customer success representatives who are facilitating the return of the company's leased assets for key accounts via outbound calls and/or email communication. They are responsible for overall performance of accounts assigned including daily assignments and allocation of workload in conjunction to monitoring team effectiveness. They will be responsible for ensuring the standard operating processes are being followed as well as contributing to continuous business improvements.

Responsibilities:

Deliver the highest level of Customer Service on a daily basis. Daily assignment & allocation of new cases Multi-task competing priorities in a professional and efficient manner. Train and provide feedback for team members on performance. Provide expertise and resolution to process deviations. Review and manage to daily, weekly, and monthly metrics. Hold specific team members accountable to meeting daily, weekly goals. Analyze internal data to develop process improvements. Ensure customer service levels are always kept very high. Share daily reports, metrics, learnings with CSR team and Management. Communicate via phone & e-mail with clients that receive shipments to educate them on the program and establish ongoing contact information. Data integrity within company CRM Track, trace, document and arrange retrieval of boxes. Produce courier shipping documents and arrange pick-ups at customer sites. Collaborate with team members and coordinate solutions for customers. Prepare complete and accurate work including appropriately notating systems of actions taken. Establish and maintain good customer relations with both internal and external customers. Diffuse difficult customer situations. Other tasks as assigned.

Desired Skills and Qualifications:

Outbound calling, or customer outreach experience Customer Service or Inside Sales experience Management/Supervisor experience Experienced in managing multiple projects at the same time. Associate degree, or applicable experience Customer Focus and service orientated. Excellent problem-solving skills and a willingness/desire to research information to find solutions to problems. CRM knowledge Experience with data analytics Customs experience Tolerance for repetitive work in a fast-paced, high production work environment Outstanding communication (written & verbal) are a must. Solid decision-making, problem resolution and creative thinking skills. Self-starter, motivated and driven to exceed goals. Strong computer navigation skills and PC Knowledge including experience with Excel.

Hourly:

$21.00 - $24.00 "Beyond TalentEdge is an Equal Opportunity Employer. It is the policy of Beyond TalentEdge to provide equal opportunity in employment and conditions of employment to all individuals regardless of age, race, color, religious beliefs, national origin, sexual orientation, gender identity, sex, veteran or military status, disability, pregnancy-related condition, predisposing genetic characteristics, genetic information, marital status, familial status, prior arrest, domestic violence victim status, non-job related convictions, participation in lawful activities outside of our workplace, or any other status protected by law."

Pay:

$21.00 - $24.00 per hour Application Question(s): What CRM's have you used? How many years of supervisor experience do you have?

Work Location:

In person