Customer Service Team Lead

We are currently seeking a Customer Service Team Lead person to join our customer service team! This position will be based in our Saint John Head Office location.

This full-time position offers the opportunity for growth and would be ideal for someone who is interested in a career with customer service, call center environment. If you are committed to excellence, have high energy, are determined to succeed, and interested in working in a rewarding team environment, we would like to speak with you!

Responsibilities

• Lead operations of head office customer service team.
• Manage team of 10-15 customer service representatives.
• Provide coaching and guidance to customer service representatives.
• Develop continuous improvement strategies for customer service team to enhance customer experience.
• Escalate complex customer inquiries to higher level management.
• Maintains records of all contacts and results. Ensures account information and recorded data is accurate.
• Develop daily workforce plans to maximize customer service and employee efficiency with other light reporting/analytics duties.
• Assists with additional duties as required.

Qualifications

• Completion of High school diploma/GED; post-secondary education would be considered an asset.
• Minimum of 5 years previous experience in a related field.
• Strong verbal and written communication skills.
• Active listening skills to determine customer needs and a best course of action.
• Proven problem-solving skills, and the ability to adapt, prioritize and multitask in a fast-paced environment.
• Microsoft office proficiency, and the ability to learn new software quickly.
• Capable of working independently, as well as part of a team.

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