Customer Service Team Lead
External
Esri · Redlands, CAPrepare for this interview
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About the role
Use your leadership and customer service expertise to empower a team that delivers exceptional experiences. As Customer Service Team Lead, you'll guide a high-performing group of Customer Service Representatives, fostering a culture of excellence, accountability, and continuous improvement. You'll collaborate with different departments to streamline operations, resolve challenges, and ensure every customer interaction reflects our commitment to outstanding service. This role offers the opportunity to lead with purpose, grow professionally, and make a meaningful impact on how we serve our customers.
Responsibilities
- Team Leadership & Development Lead, mentor, and coach CSRs to meet performance goals and uphold service standards. Conduct regular feedback sessions, goal setting, and performance reviews.
- Operational Oversight Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues. Monitor team metrics and implement improvement plans as needed.
- Escalation Management Handle complex or escalated customer issues with professionalism and efficiency. Serve as the escalation point for critical matters
- Cross-Functional Collaboration Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience.
- Process Improvement & Reporting Analyze service metrics, identify trends, and recommend improvements. Prepare detailed reports for senior management.
Requirements
- 5+ years of professional experience in a similar position, supporting similar responsibilities
- Demonstrated leadership capabilities with sound judgment and effective decision-making skills
- Highly team-oriented with a strong commitment to achieving shared goals and driving collective success
- A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team
- Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support
- Bachelor's degree in business or related field
- Recommended Qualifications
- Experience or training in leadership to guide and motivate the team towards achieving their goals
- #LI-SM1
- #LI-Onsite
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