Customer Service Team Lead
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Job Summary
To support the growth of the company, the remote Customer Service Team Lead will manage training and mentoring for new hires, conduct quality assurance audits, and assist with escalations while ensuring all team members are knowledgeable about products and procedures.
Key Responsibilities
- Provide additional training and coaching to customer service representatives as needed
- Monitor calls live and offer real-time feedback to enhance performance
- Facilitate interviews and conduct monthly team meetings to address training needs
Required Qualifications
- 3+ years of customer service or retention experience with a proven track record of customer satisfaction
- 3+ years of experience in teaching or mentoring new hires
- 3+ years of experience in growth and development with strategic evaluation/KPI planning
- Bachelor's Degree in Communication or Business Management (or equivalent experience)
- Proficient with Microsoft PowerPoint, Word, and Excel
Complete Job Description
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