The Customer Service Lead oversees the customer service team and ensures the delivery of exceptional service to customers. They are responsible for managing customer inquiries, resolving issues, and implementing strategies to improve overall customer satisfaction. The Customer Service Lead also plays a key role in training and coaching team members to enhance their skills and performance. This role involves collaborating with the Director of Customer Service to implement strategies for improving customer satisfaction.
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Essential FunctionsReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervise and mentor the customer service team, providing guidance and support to ensure high-quality service delivery. Assist in setting team goals and objectives aligned with departmental and organizational objectives. Handle escalated customer inquiries and complaints, resolving issues promptly and effectively to maintain customer satisfaction. Serve as a point of contact for complex or sensitive customer cases. Coordinate training sessions and provide ongoing coaching to enhance the skills and knowledge of team members. Work closely with the Director of Customer Service to identify training needs and develop improvement plans. Monitor team performance metrics and conduct regular performance evaluations. Provide feedback, recognition, and support to team members to promote continuous improvement and goal attainment. Identify opportunities to streamline processes and enhance efficiency in customer service operations. Collaborate with the Director of Customer Service and other stakeholders to implement process improvements and best practices. Compile and analyze customer service data to track team performance, identify trends, and generate insights for decision-making. Prepare regular reports and updates for the Director of Customer Service on key performance indicators and operational metrics. Facilitate communication within the team and with other departments to ensure alignment on goals, priorities, and initiatives. Keep the Director of Customer Service informed of significant issues, challenges, and successes. Support initiatives to engage customers, gather feedback, and improve overall customer experience. Collaborate with the Director of Customer Service to implement strategies for enhancing customer satisfaction and loyalty. Ensure compliance with company policies, procedures, and regulatory requirements related to customer service operations. Stay informed about industry regulations and standards, communicating updates and changes to the team as needed. Work closely with cross-functional teams, including sales, marketing, and finance, to address customer needs and enhance service offerings. Participate in meetings, projects, and initiatives as assigned by the Director of Customer Service. Supervisory ResponsibilitySupervise and mentor the customer service team, providing guidance and support to ensure high-quality service delivery. Assist in setting team goals and objectives aligned with departmental and organizational objectives.
Work EnvironmentThis job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Requires the ability to occasionally lift office products and supplies up to 20 pounds.
Position Type and Expected Hours of WorkThis is a full-time position, and hours of work and days are generally Monday through Friday, during day shift hours.
Travel15%-20% travel once a quarter to other facilities within the companies and conferences and trainings as needed.
Required Education and Experience
Bachelor's degree in Business Administration, Communications, or related field (preferred). Previous experience in customer service or related role, with demonstrated leadership experience. Strong communication, interpersonal, and problem-solving skills. Proficiency in customer service software and CRM systems. Ability to prioritize tasks, manage time effectively, and adapt to changing priorities. Commitment to delivering excellent customer service and fostering a positive team culture. #WeAreHealthDelivered
Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
AvKare/R&S Northeast is an Equal Opportunity Employer and we adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.
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