Customer Service Lead

Description The Customer Service Lead will manage the customer service team, handle customer complaints, train staff, and report on customer feedback. This contract-to-permanent role requires leadership skills, customer service experience, and excellent communication. The role may convert to permanent based on performance. Responsibilities include; + Ensures team CSRs are achieving team and individual bonus objectives + Monitors calls to provide continual guidance to CSRs for performance improvement + Mentoring Team and CSR's + Coaching from Quality Monitoring of Phone Calls + Identify and report CSR related issues (performance and behavioral) to supervisor or manager + Handle escalated calls if needed, and take overflow calls when needed · Requirements - Proficient in handling and resolving customer issues in a retail setting - Extensive experience in answering inbound calls, preferably in a call center environment - Knowledge and understanding of call center metrics and their application - Demonstrated ability to deliver exceptional customer service - Strong leadership skills and ability to manage a team effectively - Excellent verbal and written communication skills - Ability to handle escalated customer service issues - Proficient in using customer management systems and databases - Proven ability to work collaboratively in a team environment - Flexibility to work in shifts, during weekends, and holidays if required - Previous experience as a customer service lead or a similar supervisory position will be advantageous - Proficient in using computer systems, including Microsoft Office (Word, Excel and Outlook) Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles. Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (and get 1-tap apply, notifications of AI-matched jobs, and much more. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit for more information. © 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use (.

Created: 2024-11-02