Description
We are hiring for a dynamic and innovative company committed to delivering exceptional products/services and unparalleled customer satisfaction. We pride ourselves on fostering a collaborative and empowering work environment where employees are encouraged to grow personally and professionally ... Position Overview
We are seeking a highly motivated and experienced Lead Customer Service Representative to join our dedicated team. As the Lead Customer Service Representative, you will play a pivotal role in ensuring the highest level of customer satisfaction. You will be responsible for guiding and supporting a team of customer service representatives, managing daily operations, and implementing strategies to enhance the overall customer experience.
Key Responsibilities
• Team Leadership:
• Supervise and mentor a team of customer service representatives.
• Conduct regular team meetings to discuss goals, challenges, and best practices.
• Provide ongoing training to team members to ensure they are equipped with the necessary skills and knowledge.
• Operational Management:
• Oversee daily customer service operations, ensuring efficient and effective resolution of customer inquiries and issues.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
• Collaborate with other departments to streamline processes and enhance the overall customer experience.
• Customer Interaction:
• Handle escalated customer issues and inquiries, demonstrating exceptional problem-solving skills.
• Ensure timely and accurate responses to customer emails, phone calls, and other communication channels.
• Proactively identify opportunities to improve customer satisfaction and loyalty.
• Documentation and Reporting:
• Maintain accurate records of customer interactions, feedback, and resolutions.
• Generate regular reports on customer service performance and present findings to management.
• Collaborate with the management team to develop strategies for continuous improvement.
Qualifications
• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and the capacity to make decisions under pressure.
• Proficient in using customer service software and tools.
• Ability to analyze data and draw meaningful insights for process improvement.
• A passion for delivering exceptional customer service and a customer-centric mindset.
Requirements
CRM, IBM AS/400, Management System, Microsoft Excel, Microsoft Office Suites, About Time, Billing Functions, Cash Activity, Claim Administration, Complaint Handling, Leading-practices, Cross-Training, Employee Training
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit
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