Customer Service Team Lead
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Job Location:
Redlands, CO - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Overview
Use your leadership and customer service expertise to empower a team that delivers exceptional experiences. As Customer Service Team Lead youll guide a high-performing group of Customer Service Representatives fostering a culture of excellence accountability and continuous improvement. Youll collaborate with different departments to streamline operations resolve challenges and ensure every customer interaction reflects our commitment to outstanding service.
This role offers the opportunity to lead with purpose grow professionally and make a meaningful impact on how we serve our customers.
Responsibilities
- Team Leadership & Development: Lead mentor and coach CSRs to meet performance goals and uphold service standards. Conduct regular feedback sessions goal setting and performance reviews.
- Operational Oversight: Manage daily workflows ensuring timely resolution of customer inquiries order requests and profile issues. Monitor team metrics and implement improvement plans as needed.
- Escalation Management: Handle complex or escalated customer issues with professionalism and efficiency. Serve as the escalation point for critical matters.
- Cross-Functional Collaboration: Partner with internal departments (such as product sales support) to streamline processes and enhance the customer experience.
- Process Improvement & Reporting: Analyze service metrics identify trends and recommend improvements. Prepare detailed reports for senior management.
Requirements
- 5 years of professional experience in a similar position supporting similar responsibilities
- Demonstrated leadership capabilities with sound judgment and effective decision-making skills
- Highly team-oriented with a strong commitment to achieving shared goals and driving collective success
- A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team
- Flexibility to adapt work hours to meet business demands including team coverage product meetings testing assignments and after-hours support
- Bachelors degree in business or related field
Recommended Qualifications
- Experience or training in leadership to guide and motivate the team towards achieving their goals
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Key Skills
- Law Enforcement
- ABB
- Marine Biology
- Filing
- Automobile
- AV
About Company
Esri’s GIS software is the most powerful mapping & spatial analytics technology available. Learn about Esri’s geospatial mapping software for business and government.
