Team Lead - Customer Service Representatives at TownTasks - New York City, New YorkTeam Lead - Customer Service Representatives - TownTasks
Team Lead - Customer Service Representatives
TownTasks
Location: New York City, New York, USA
Category: Customer Service
Salary: 24 - 28 USD / hourly
Full-time
Job Description
The Team Lead - Customer Service Representatives position involves collaborating with a team of CSRs and/or ICRs to interact with WM Customers via Multi-Channel Customer Service to exceed all customers' expectations.
Responsibilities
Provide daily guidance and assistance to contact center representatives
Handle customer escalations that require deviation from standard procedures
Oversee real-time performance of site and queue management
Monitor calls and provide feedback to ensure quality standards are exceeded
Support case management/credit approvals and review
Act as a liaison between contact center representatives and supervisory staff
Qualifications
High School Diploma or GED required
2 years of experience as a WM CSR/ICR required
Proficient in MS Office and contact center technical knowledge
Excellent verbal, written, and analytical skills
High customer focus and ability to resolve problems efficiently
Works well independently and in a team environment
Perks & Benefits
Medical, Dental, Vision, Life Insurance, Short Term Disability, Stock Purchase Plan, 401K Company match, Paid Vacation, Holidays, Personal Days
Why Join Us?
Join us for a competitive total compensation package, supportive work environment, and opportunities for growth and development.