Customer Service Team Lead

at Teksystems in Aurora, Illinois, United States

Job Description

Description:

-Lead, train, and mentor a team of customer service representatives, providing guidance and support to ensure the highest levels of customer service.

-Monitor and evaluate team performance, providing feedback and coaching to enhance individual and team productivity.

-Develop and implement customer service process improvements, ensuring that all customer inquiries are handled promptly and effectively.

-Handle escalated customer issues and complaints, investigating and resolving them in a timely manner to achieve customer satisfaction.

-Handling inbound calls from customers

Responsible for troubleshooting products most of them are easy fixes that can be solved over the phone, some outbound calls will be required

-Resolve customer issues in a timely and consistent manner

-Answer incoming phone calls, respond to emails and Online Chat

-Process orders and payments

-Input warranty records in Warranty Database

-Manage time and productivity to meet daily individual and team targets

-Communication with other departments to address any cross-departmental issues

Skills & Qualifications:

2+ years of experience as a Supervisor/Team Lead

3+ years of call center experience, ideally within a technical/troubleshooting environment

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.