Customer Service Operations Lead

Job Summary: 

As a Customer Service Operations Lead, you will be responsible for coordinating projects, managing customer inquiries, and ensuring high levels of customer satisfaction. You will collaborate with cross-functional teams to develop and implement customer service strategies, analyze customer feedback, and maintain accurate records. This position requires strong project management skills, excellent communication and interpersonal skills, and a customer-centric attitude.

Job Expectations: 

• Plan and coordinate project activities, resources, and schedules to ensure timely and successful project completion.
• Monitor project progress and identify potential issues or risks, communicating them to management and stakeholders as needed.
• Serve as the primary point of contact for customer inquiries, resolving complaints and escalations in a timely and professional manner.
• Collaborate with cross-functional teams to develop and implement customer service strategies that improve customer satisfaction and retention.
• Analyze customer feedback and recommend improvements to products, services, and processes based on customer needs and preferences.
• Develop and maintain customer service policies, procedures, and standards to ensure consistency and quality of service.
• Train and coach customer service representatives to deliver exceptional service and meet performance goals.
• Develop and maintain customer relationships through regular communication and engagement.
• Prepare and present reports on customer service metrics, including customer satisfaction, response time, and issue resolution rates.
• Manage customer accounts and maintain accurate records of customer interactions, feedback, and issues.
• Stay current on industry trends and best practices in customer service and project management.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Utilize project management software and tools to manage projects and customer service tasks efficiently and effectively.

Knowledge, Skills and Abilities:

   Required:

• Professional, positive, and customer-centric attitude
• Strong interpersonal, verbal, and written communication skills
• Active listening skills
• Strong problem analysis and problem-solving skills
• Attention to detail and accuracy
• Knowledge of customer service principles and practices
• Adaptability to changing situations and priorities
• Proactive initiative
• Ability to work under stress and maintain composure
• Willingness to work weekends if needed

Equipment Knowledge: 

• Computer literate – Gmail, MS Office (Word & Excel)
• Ability to type 40 WPM

Experience Requirements:

Generally requires a minimum of two (2) years related experience, typically in a contact center environment.

Education Requirements: 

High school diploma required.  Associate’s degree preferred or a combination of education and equivalent experience.

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