Customer Service Lead

Supervise and monitor the daily activities of the customer service representatives and manage their performance

Job Description:

Provide day to day management of the customer service representatives

Monitor attendance and schedules to ensure coverage of phones, emails and chat

Provide escalation support to the team

Backup phones/email/chat as needed

Prepare annual performance reviews and make recommendations for career development of assigned team

Conduct one on one meetings with staff to review overall performance and to identify issues that need resolution

Recommend and reinforce policies / procedures regarding order processing, systems, training and other support materials

Coach staff in applying internal and external customer service

Track and maintain department KPI, providing department manager with feedback on employee performance

Assist in the recruitment. Provide training to new staff

Perform other tasks and/or projects as assigned by management

Develop relationships with other internal departments at the company to secure efficient business processes

Contribute to long term plans for department strategy

Demonstrate responsible and professional attitude

Skills and Requirements:

Bachelors Degree in Business Administration or related field or equivalent education and experience.

3-5 years Supervisory experience.

Ability to respond quickly and handle multiple tasks at once.

Ability to use intuitive judgment.  Able to manage and resolve conflict.

Time and situational management skills.  Excellent organization and time management

Requires excellent customer service, communication and administrative skills

 

This is a temp to hire opportunity paying $23.00 per hour and is located in the Westlake Village area

44CH

Royal Staffing Services will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring.

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