Customer Care Team Lead

Position Summary

We are looking for a dedicated and experienced Customer Care Team Lead to lead our customer service team and its daily tasks. This role includes processing orders and refunds, as well as training and coaching team members. The Customer Care Team Lead will work directly with the Customer Care Supervisor to ensure customer satisfaction.

The ideal candidate should have strong leadership skills, a commitment to customer satisfaction, and a proven track record of improving performance and processes.

Essential Job Duties and Responsibilities

• Lead a team of 5-8 Customer Care employees
• Coordinate, schedule, and manage Customer Care Team assignments daily
• Manage and delegate incoming customer requests in Salesforce
• Handle escalated customer issues and resolve conflicts effectively.
• Updates lead in the system
• Monitor team performance and set goals
• Act as a liaison between upper management and the team.
• Handles conflict resolution and fosters a positive team environment.
• Collaborate with other departments to ensure customer needs are met.
• Continuously improve the customer service experience to drive customer loyalty and retention.
• Follow the correct process to communicate with other S1A teams to solve problems and get the information needed for an inquiry.
• Ensure compliance with company policies, procedures, and safety standards.
• Conduct themselves in a way that fosters a positive, supportive, and professional work environment in which everyone is treated with dignity and respect
• Performs other duties as assigned

Preferred Skills and Abilities

• Strong communication, organizational, and interpersonal skills.
• A high school diploma or equivalent (G.E.D.) may include specialized or vocational courses
• Salesforce.com experience or related
• Two to three years of experience in Customer Service, Data Entry, or Call Center.
• Excellent Microsoft Office skills
• Customer focused; Maintain a high degree of professionalism when dealing with customers and associates
• Ability to remain calm under pressure and handle difficult situations diplomatically.
• Bilingual (Spanish)abilities are a plus.
• Team player, detail-oriented, analytical skills, self-motivated

Benefits and Wages

$18 hr., health, dental, vision insurance, 401(k), PTO, 6 Holidays

Opportunities for career growth and advancement

Supportive and collaborative work culture

FLSA and Employment Status

Non-Exempt, full-time position, M-F 8 AM-04:30 PM, 2 days WFH and 3 in-house after full training is complete 90 days

How to Apply

Apply online and submit your resume. We will review it and contact you if you meet the skills and requirements for this position.

The Company is an equal opportunity employer, a drug-free workplace, and complies with ADA regulations as applicable.

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees.

To apply for this position, please ensure that you follow the instructions carefully.

1- Submit your resume as instructed; we will not accept any phone calls, emails, or walk-ins regarding this job..

2- We will contact you regarding the next steps. Due to the high volume of applicants, we will reach out to those who meet the required skills and qualifications for the position.

No soliciting from any employment agencies.

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