Customer Service Team Lead

Customer Service Call Center Team Lead

Position Overview:

As a Customer Service Call Center Team Lead, you will play a pivotal role in managing and leading a team of 2-10 customer service representatives within our call center environment. This team serves a diverse range of customer needs including membership management, inventory management, order processing, resolving shipping issues, and undertaking various projects as necessary. The ideal candidate will have a proven track record of leadership, motivation, coaching, management, and mentorship within a customer service or call center setting.

Compensation and Details:

• Starting salary of $55,000 annually
• Paid Time Off and Holiday Pay
• Medical, Dental, Vision and other benefits
• Participation in company 401k
• Career Growth Opportunities
• Monday through Friday On-site
• Hours: 8:30am to 5:00pm
• Located in Annapolis Junction (Jessup/Fort Meade Area)
  
  

Key Responsibilities:

Team Leadership: Lead and motivate a team of customer service representatives to meet and exceed performance targets, ensuring high levels of customer satisfaction and retention.

Performance Management: Monitor team performance metrics (KPIs), identify areas for improvement, and implement strategies to enhance team productivity and efficiency.

Transaction Management: Handling all transactions, month-end closing, daily account reconciliation, inventory control, and all other transactions as needed.

Coaching and Training: Provide ongoing coaching, training, and development opportunities to team members to enhance their skills, knowledge, and performance.

Client Relationship Management: Develops and maintains a professional relationship with the client and is responsible for day-to-day contact including updates on pending issues, current projects, feedback, and growing existing business.

Issue Resolution: Assist team members in resolving complex customer inquiries, escalations, and complaints in a timely and effective manner.

Process Improvement: Collaborate with cross-functional teams to identify process improvements and implement best practices to streamline operations and enhance the customer experience.

Communication: Serve as a liaison between frontline staff and management, effectively communicating team goals, objectives, and feedback.

Reporting: Generate regular reports on team performance, trends, and key metrics for management review and decision-making.

Project Management: Lead and participate in various projects and initiatives aimed at improving customer service operations and driving business growth.

Team Development: Foster a positive and inclusive team culture that promotes collaboration, innovation, and continuous learning.

Qualifications:

• Bachelor's degree or equivalent work experience
• Previous experience in a leadership or supervisory role within a customer service or call center environment ((or)) 5 years of customer call center experience
• Strong interpersonal and communication skills, with the ability to motivate and inspire team members
• Proven track record of coaching, mentoring, and developing staff to achieve performance goals
• Excellent problem-solving abilities and a customer-focused mindset
• Proficiency in Microsoft Office Suite (Excel & Word) and call center software
• Ability to thrive in a fast-paced, dynamic work environment and adapt to changing priorities
• Knowledge of membership management, inventory management, order processing, and shipping processes is a plus
  
  

BrightKey's commitment to an environment that supports equal employment opportunity and non-discrimination for all persons is at the core of our leadership and company culture. BrightKey provides resources and opportunities to strengthen and advance diversity, equity, inclusion, and accessibility within our workforce, and we believe in the unconditional treatment of others with dignity and respect.

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Salary : $55,000