Client Services Team Lead

About This Role

The Client Services Team Lead acts as a crucial link between Client Services Associates, account managers, and other departments, ensuring all client services issues and requests are addressed promptly and thoroughly. This role involves fostering teamwork, resolving escalated client issues, and continuously improving customer service quality.

Responsibilities

• Foster and promote teamwork to support a positive working environment
• Ensure all service issues and requests for additional services are received, documented, responded to, followed up on, and closed in a timely and thorough manner
• Resolve complex and escalated client issues efficiently in accordance with standard operating procedures
• Provide oversight as needed to ensure team member inquiries or client requests are accurately and efficiently fulfilled
• Ensure and measure effectiveness of issue documentation, resolution, and follow-up for each team member
• Ensure and measure scheduling and completion of additional services with both hauler and store location for each team member
• Track and analyze quality and productivity metrics; Generate and analyze reports to ensure calls are being effectively managed and closed by team
• Assign and monitor completion of customer service-related projects to team members
• Coach and mentor team members with a focus on continuously improving the quality of customer service

Requirements

• High school diploma/GED
• 2+ years experience in customer service roles
• Proficiency with Microsoft Office and Excel
• Strong organizational skills
• Exceptional interpersonal skills
• Strong customer service orientation
• Attention to detail
• Proactive, can-do attitude
• Strong problem solving and critical thinking skills
• Ability to work effectively and independently
• Discretion and trustworthiness

Qualifications

• High school diploma/GED required. Bachelor’s degree in a related field preferred.
• Two (2)+ years of experience in customer service roles.

Nice to Have

• Bachelor’s degree in a related field

Skills

* Required skills