Customer Service Operations Lead

Job Summary: 

As a Customer Service Operations Lead, you will be responsible for coordinating projects, managing customer inquiries, and ensuring high levels of customer satisfaction. You will collaborate with cross-functional teams to develop and implement customer service strategies, analyze customer feedback, and maintain accurate records. This position requires strong project management skills, excellent communication and interpersonal skills, and a customer-centric attitude.

 

Job Expectations: 

• Plan and coordinate project activities, resources, and schedules to ensure timely and successful project completion.

• Monitor project progress and identify potential issues or risks, communicating them to management and stakeholders as needed.

• Serve as the primary point of contact for customer inquiries, resolving complaints and escalations in a timely and professional manner.

• Collaborate with cross-functional teams to develop and implement customer service strategies that improve customer satisfaction and retention.

• Analyze customer feedback and recommend improvements to products, services, and processes based on customer needs and preferences.

• Develop and maintain customer service policies, procedures, and standards to ensure consistency and quality of service.

• Train and coach customer service representatives to deliver exceptional service and meet performance goals.

• Develop and maintain customer relationships through regular communication and engagement.

• Prepare and present reports on customer service metrics, including customer satisfaction, response time, and issue resolution rates.

• Manage customer accounts and maintain accurate records of customer interactions, feedback, and issues.

• Stay current on industry trends and best practices in customer service and project management.

• Ensure compliance with company policies, procedures, and regulatory requirements.

• Utilize project management software and tools to manage projects and customer service tasks efficiently and effectively.

 

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

 

Knowledge, Skills and Abilities:

   Required:

• Professional, positive, and customer-centric attitude

• Strong interpersonal, verbal, and written communication skills

• Active listening skills

• Strong problem analysis and problem-solving skills

• Attention to detail and accuracy

• Knowledge of customer service principles and practices

• Adaptability to changing situations and priorities

• Proactive initiative

• Ability to work under stress and maintain composure

• Willingness to work weekends if needed

 

Equipment Knowledge: 

• Computer literate – Gmail, MS Office (Word & Excel)

• Ability to type 40 WPM

 

Experience Requirements:

Generally requires a minimum of two (2) years related experience, typically in a contact center environment.

 

Education Requirements: 

High school diploma required.  Associate’s degree preferred or a combination of education and equivalent experience.

 

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Last updated on Aug 21, 2024