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Lead Customer Service Associate

Job Responsibilities:

Respond and resolve complex customer requests and concerns.
Monitor front-end operations, respond as needed.
Provide peer coaching on operational task and reinforce operational standards.
Adhere to all company policies procedures & safety standards.
Acts resourcefully to ensure that work is completed within specified time and quality parameters.
Assist Management in Training and Developing Customer Service Representatives.
Keep Track of Customer Conversations. Lead customer service associate use customer relationship management software to document each customer interaction to help streamline the customer service process and notice trends to report back to the product development team.

Qualifications / Skills:

Demonstrate the ability to effectively lead, train and peer coach.
Problem-solving skills: This role requires significant problem-solving skills, as a Lead customer service associate needs to assess the situation when a customer calls or emails and rapidly arrive at a resolution.
Leveraging Diversity: Works cooperatively with people who have different backgrounds, knowledge, styles, talents, perspectives, values and beliefs.
Adaptability: remains calm and reasonable amidst tense or stressful situations.
Engage and Inspire: projects a positive image and serves as a role model for others.
Communication skills: This role relies heavily on both written and verbal communication when interacting with customers and directing team members.

Education and Experience Requirements: