Customer Care Team Lead Job Description
Customer Care Team Lead Duties & Responsibilities
To write an effective customer care team lead job description, begin by listing detailed duties, responsibilities and expectations. We have included customer care team lead job description templates that you can modify and use.
Sample responsibilities for this position include:
Customer Care Team Lead Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for Customer Care Team Lead
Typically a job would require a certain level of education.
Employers hiring for the customer care team lead job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Technical, Education, General Education, Business, Business/Administration, Finance, Computer, Associates, Accounting, Coaching
Skills for Customer Care Team Lead
Desired skills for customer care team lead include:
Desired experience for customer care team lead includes:
Customer Care Team Lead Examples
Customer Care Team Lead Job Description
- Continually maintain and expand personal understanding of order entry/inquiry/financial systems/Quote System, procedures and applications
- Track open tasks and average time to close for team
- Perform call monitoring and team side by sides per yearly MBO’s
- Establish and maintain partnership with Team and if applicable assigned Sales Reps and Management support defined business requirements and drive customer satisfaction
- Continue to learn and to ensure that team successfully completes all training as it relates to the ERP/CRM system and other systems
- Team Leads should be system experts as it relates to ERP and CRM
- To insure team is cross trained
- Have business dependent authorization for expediting, alternate packaging offerings, incoterms determination, customer returns/debits/credits, and off-spec inventory and customer risk prioritization during high volume time periods throughout the year
- Monitor all inbound queues, including phones, email, and Salesforce.com
- For providing front line, direct contact with clients and customers
- Proficiently with PC Based software required, Word and Excel
- Diploma/certificate in HR/other related field
- Excellent English spoken and written is a must
- Fluent in Spanish or Italian • Experience in leading teams is a must
- 3+ years of working experience in an SSC environment is a must
- Experience in a call center operations
Customer Care Team Lead Job Description
- Maintain an active sales performance management
- Maintain regular contact with the other functions of the company involved in our day to day activities (eg
- Investigate and resolve queries in the area of responsibility escalated by the HR Customer Care
- Banner (CIS)
- Service Link (Field Logistical Interface)
- AMRA ( Meter Reading Interface)
- Meter Reading Systems
- ASOA (Service Order Management Interface)
- Banner / Lawson General Ledger Interface
- State Compliance Interface
- You have fundamental IT knowledge (MS Office, Lotus Notes, MFG/Pro, Oracle, MS Outlook)
- Must be willing to work weekday and weekend OT
- Must be proficient in Microsoft Office products including Word, Excel, and Outlook
- Active listening skills and effectively communicates in a way that engages others in dialogue and builds rapport
- Fluency in Czech, Slovak, Hungarian, Romanian, Russian or Polish is required
- 1 additional language in scope is an advantage • Experience in leading teams
Customer Care Team Lead Job Description
- Recognizes and reports to management trends in employee and customer calls that may identify system/product related issues
- Better Business Bureau Portal
- Sprout (Social Media Interface)
- Align Analytics
- InfoStream
- Consistently and effectively fulfill Customers ordering and informational requests and general inquiries
- Provide an exceptional level of customer service by ensuring that "inbound" calls are answered quickly and efficiently to achieve the most optimal level of satisfaction for our customers
- Track performance to corporate goals
- Adjust to, react to, and address issues and problems and reallocate resources as needed
- Operate within the policy and procedure guidelines
- Drive continuous improvement initiative
- Knowledge of MS Office and Windows required
- Previous Loan experience required
- Must complete a minimum of 12 months work experience as Customer Care Loan Research Specialist
- Must have a 3.0 or better overall Performance Rating in current role
- High School Diploma, College or Associate Degree
Customer Care Team Lead Job Description
- Coach and mentor team members to improve baseline performance to provide friendly and empathetic assistance to all customers
- Maintain a high level of customer Service within the team
- Lead and overlook a team of 4-5 employees
- Workload monitoring for the team
- Generate and maintain all department records
- Offer continues support and timely follow up if they have experience difficulties
- Effectively manage the inflow of telephone and electronic contact to maintain optimal servicing of customers’ needs and requests
- Actively contribute to the achievement of department call activity objectives, , percent of call to queue, average queue time, average handle time, average abandon rate, and average speed of answer
- Listen to customers and sales representative’s complaints, problems/concerns and identify the specific areas, which are of greatest concern
- Provide research as required by Sales Force to support their account’s ordering/pricing activities
- Fluently in English and German speaking and writing
- Focussed on processes and structures
- Hands on mentality and used to working autonomic
- 2 or 3 year College/University degree or equivalent
- Previous experience working in a customer service focused role is necessary
- Strong change leadership and decision making skills including self awareness, and confidence to work in an energetic and diverse environment
Customer Care Team Lead Job Description
- Provides daily direction and communication to team members so that customer service duties are performed in a safe, timely, efficient and knowledgeable manner
- Contributes to performance review process for team members
- Product Info - Samples
- Delivery Times - Product size / weight
- Document CCSR training sessions and provide feedback to management
- Work with Health Care Services (HCS) to ensure customer pricing integrity is maintained working with FIS to support financial programs
- Maintain and place priority attention to and ongoing" Continuous Improvement Plan"
- Support up-selling initiative
- Perform other essential duties and/or work as assigned
- Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, actions taken
- Must have a professional and courteous telephone manner
- Intermediate understanding of real estate is preferred
- Minimum of three years of prior experience in inside sales is required
- Five (5) plus years of inside/outside sales environment is preferred
- High school degree with previous customer service/customer relations experience is required
- Minimum 5 years of Customer Service and/or Sales Support experience is required