Customer Service Team Lead


Customer Service Team Lead CloudOne is looking for motivated self-starters to be part of our team as a Customer Service Team Lead. Team Leads are highly focused on ensuring the excellence of every customer interaction. Team leads are knowledgeable of all aspects of the Customer Service Agent position, and are able to take the lead on reporting, communication, technology and operational procedures. Job duties are performed in the call center and require frequent communication with all CloudOne teams.

Duties

  • Duties and Responsibilities:
  • ● Motivating the call center team to performance excellence through monitoring, organizing and coaching the team
  • ● Exceeding and meeting departmental objectives, including conversion targets, phone time and other metrics
  • ● Handling escalated calls, complaints, team questions, and inquiries as needed
  • ● Ensuring employees are following schedules properly
  • ● Incoming and outgoing calls
  • ● Checking call queues and prioritizing incoming calls/outgoing calls in order of importance
  • ● Frequent and regular communication with our office-based teams
  • ● Other duties as assigned

Skills

  • Skills and Requirements:
  • ● Able to work independently
  • ● Strong working knowledge of CloudOne processes
  • ● Excellent communication skills
  • ● Highly responsive to management, co-workers and customers
  • ● Knowledge of Microsoft Office Suite and Google applications
  • ● High school diploma or equivalent
  • ● Computer, available USB slot, Google Chrome, and a hard-wired high-speed internet connection
  • ● Bilingual a plus

Education and Qualifications

Compensation

  • Compensation
  • ● Sick Time
  • ● Comprehensive Medical/Dental/Vision
  • ● Company-paid LTD, Basic Life, and AD&D Coverage
  • ● 401K + Company Match
  • ● Gym Membership Reimbursement