What are the responsibilities and job description for the Customer Care Team Lead- Onsite position at Sunbit?
The Role
Sunbit is a fast-growing technology company focused on reducing stress from daily purchases. We are looking for a passionate, ambitious, high-integrity Team Lead to join us in our Las Vegas, NV office. As a Team Lead, you will work closely with the Customer Care Supervisor to motivate, train, and coach a team of Customer Care Agents. This is an exciting opportunity for a reliable, driven, and energetic professional who has a demonstrated ability to work well with others, lead by example, and communicate effectively. You will be responsible for upholding Sunbit’s Customer Care Core Values and ensuring they are also demonstrated by your team.
Duties:
● Provide customer service in the form of inbound and outbound calls and/or emails
● Help hire and train new employees
● Oversee and assess agent activity
● Coach agents to gain knowledge and skills for excellent customer service
● Lead team meetings
● Assist with questions and/or escalations
● Monitor agent performance and provide feedback to Customer Care Supervisor
● Help to develop and implement new policies and optimize current processes
● Motivate and encourage agents through positive communication and feedback
Experience Required:
● Outstanding verbal and written communication skills
● Proven ability to get along with varying personalities
● Proficient computer skills
● Ability to adapt and be flexible
● Excellent organization and leadership abilities
● Available to work early morning, evening, and/or weekend shifts when required
● Great people skills and ability to build rapport
Core Competencies for Success in Role – fit for Sunbit in role
- Serve others before self
- Servant leader mindset – take care of stakeholders, team members, and customers that demonstrate they are important
- Own the impact
- Data driven mindset - ability to utilize data to drive strategy
- Lead operational implementations of new products
- Connect genuinely
- Build and maintain strong collaborative relationships with both internal teams and external teams
- Act fast
- Thrive in a fast-paced environment while maintaining a high level of proficiency
- Include always
- Communicate well verbally and in writing, demonstrating leadership and strategic thinking
- Develop and mentor team members
- Innovate for good
- Establish scalable workforce management strategies
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