Customer Service Team Leader leads a customer service team that responds to phone, e-mail, or chat non-technical service requests from customers. Responds to and resolves escalated issues and/or unique or complex requests from customers. Being a Customer Service Team Leader monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Additionally, Customer Service Team Leader trains and provides support to less experienced team members. May assist manager or supervisor with scheduling. May be authorized to approve special adjustments or exceptions for a customer. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)
**Customer Service Team Lead**
Terrebonne, QC
Full-Time
Customer Service
Customer Service Team Lead
**KWP**'s Customer Service team in Terrebonne is looking for a **Customer Experience Team Leader**. The person we are looking for will join a growing company and a dynamic team that works vigilantly to provide high quality exterior siding products. **We want to hear from you**
**We offer:**
Medical, dental, life and disability insurance
Work-Family balance
Opportunities for growth and development
A professional and relaxed work environment
**Responsibilities:**
Process customer orders and actively participate in maintaining good customer relations at the branch
Respond to customer inquiries both at the counter and via inbound calls and emails
Perform daily functions related to the operations of the order desk
Establish customer service excellence goals to increase team performance and exceed customer satisfaction
Respond to customer concerns in a professional and proactive manner
Conduct individual and/or small group training sessions for customer service personnel as needed
Responsible for accounts receivable acuity
Prepare and process invoices
Verify pricing and availability of products
Review and submit data to the payroll department
Perform all related tasks
**Requirements:**
Minimum of 2 years experience in team supervision
Minimum of 3 years experience in customer service in a manufacturing or distribution center environment
Very good computer skills and experience with MS Office and data entry.
Bilingual - French and English
**Profile:**
Team player
Exceptional verbal and written communication skills
Excellent customer service skills
Ability to build and maintain lasting relationships with clients
Good organizational skills and thoroughness in the execution of his tasks
Strong analytical and problem solving skills
Ability to work under pressure
*KWP is committed to employment equity and equal opportunity. We encourage members of designated groups to apply for jobs.*
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