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 with delivery teams
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
Pay rate: 20-21/hr and 1.5x for overtime.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com. The EEOC "Know Your Rights" Poster is available
here.
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4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
Strong Experience with Microsoft Office applications with a focus in Excel but also (Word & Outlook)
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
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.