Job Description

Location:– Loxley AL 36551
Position Type:- ONSITE- 6 to 7 months of Contract , possible extension
Shift Details: Monday through Saturday with one rotating day off. Hours are 10:30am to 7:00 pm

As a Lead, Customer Service Rep you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

What your day-to-day will look like:
• Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
• Support the building and developing of an effective and high-performance team
• Maintain daily and weekly statistics for individual direct reports
• Analyze department results
• Troubleshoot operational problems
• Complete team reports as required
• Identify and analyze escalated problems and provides guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

What you’ll need to excel:
At a minimum, you’ll need:
• 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• Experience with Microsoft Office (Word, Excel, & Outlook)

It’d be great if you also have:
• Experience in a call center environment
• Bilingual English/Spanish
• Strong customer service skills and the ability to satisfactorily resolve issues
• Solid ability to multitask with exceptional organizational skills
• Ability to thrive under pressure while delivering solutions that exceed customer expectations


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Loxley, AL

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