Job Opportunities

The Customer Support Lead is responsible for overseeing the customer support team, responsible for customer account management, billing inquiries and customer complaints and resolution. This role ensures high-quality, accurate, and timely service to all customers, compliance with policies, procedures and regulations.  This position connects the frontline operations with management, driving performance, coaching and continuous improvement.

Maintain health, safety and environment standards by:

• Ensuring compliance with all safety policies and procedures.
• Ensuring compliance with all environmental and health standards, and
• Completing all required HSE training.

Maintain Customer Service excellence by:

• Enhancing customer experience by providing leadership for delivery of high service quality, within defined service levels, through people, processes, and leveraging technology within the entire Customer Experience team.
• Monitoring service level targets and goals for the department, based on work plans driven by Company initiatives, industry trends, customer needs and cost effectiveness.
• Analyzing and responding to trends in risk areas, regulatory changes and client requirements
• Ensuring employees understand and comply with all customer service objectives, performance standards, response times, and policies.
• Monitoring emails and tracking inbound service requests for quality assurance and employee performance.
• Investigating, supporting, responding to, and resolving escalated issues from customers, management, and others, via telephone and other communication channels.
• Providing support to employees regarding best practices and/or difficult customers.
• Identifying operational issues and recommending improvements.

Support and lead staff by:

• Establishing, directing and supporting the work of the Customer Support Team
• Monitoring and evaluating employees’ performance and providing learning or coaching opportunities, and taking corrective action, if necessary.
• Training and preparing customer service representatives to respond to customer queries and complaints and troubleshooting problems with services or products.
• Leveraging metrics and company goals to influence the team to exceed expectations.
• Contribute to team effort by performing or leading projects to ensure continuous operation of the department and completing other duties as assigned.
• Ensure employees interactions comply with company policies, service standards industry regulations, and data privacy standards.
• Oversee processing of customer account transactions- ensuring accuracy and timeliness.
• Working with other leads and management team members to support employees and maximize customer satisfaction.
• Managing weekly, monthly and quarterly performance management reviews with team.
• Taking ownership of customer pain points and working accordingly with employees to provide resolution in a timely manner.
• Planning, scheduling and overseeing the work of employees, for operational optimization.
• Foster accountability, empathy and customer focus.

  Manage Performance and Quality Management by:

• Track and report on KPIs (first contact resolution, error rate, customer satisfaction etc.)
• Conduct regular audits and provide coaching to drive consistency and improvement
• Analyze customer feedback and trends to identify recurring issues and recommend process improvements
• Preparing reports and analyzing data to assist management as they determine customer service goals.

The Customer Support Lead will have an earned Associate Degree in a Business-related field, Communications or equivalent and at least three (3) to five (5) years’ experience in Customer Service. Supervisory experience is preferred. They must have exceptional verbal and written communication skills. They will have the ability to coach, train, and motivate employees and evaluate their performance. They will have excellent problem solving, leadership, and customer service skills and strong understanding of company services, and policies. They must have the ability to work flexible working hours, remain calm and courteous under pressure and navigate tense situations, especially during busy hours. They will have solid organizational skills, ability to work across teams, ability to focus on broader goals and customer level details simultaneously, and the ability to multi-task effectively.

Proficiency with technology, databases, software applications, and phone systems is required. They must demonstrate strong leadership skills, keen analytic ability, be efficient and thorough. They will function in a manner consistent with the organization’s commitment to excellence and integrity, operating in every instance with a clear acceptance of personal responsibility, confidentiality, accountability and ethics.