Customer Service Team Lead (Bilingual)
IL - Chicago
This position entails providing satisfactory service to the customers. The skills required are the comprehensive understanding of the very basic customer service skills with the creative approach and active experience. The other duties are planning, organizing, and directing associates to deliver excellent and high-standard customer service support to the organization’s customers and the clients.
- Communicates to customers and internal departments on all projects or issues
- Schedule team to cover phones
- Completes timesheets for team on a bi-weekly basis
- Prepare reporting as needed for Supervisor/Manager, Department and key clients
- Handle customer service escalations
- Answer calls as needed
- Oversee Senior level accounts
- Analyze and propose staffing needs for peak season
- Respond to customer inquiries in a timely manner
- Efficiently identifies and solves issues
- Provide web-based training to team as needed
- Demonstrates leadership to define project requirements
- Strong organizational, presentation, and customer service skills
- Create or update training documents for team
- Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
- Other tasks and projects as requested
- Supervises, coordinates, directs, and monitors staff activities to ensure prompt, courteous, and accurate responses are provided to customers
- Monitors efficiency and quality efforts of personnel and provides training and coaching support
- Ensures adherence to departmental and/or call/service policies, procedures, and practices
- Recommends and implements new or improved systems to enhance or expedite work
- Creates and maintains a positive, respectful work environment for staff
- Develops job aids to clarify/simplify processing procedures
- Documents process and procedures for the department
- Bachelor’s degree or equivalent work experience
- A minimum of 2 years of account or client service experience
- Knowledge of MS office products Excel, Word and Outlook
- Must be extremely detail-oriented and organized
- Must be able to multi-task, set priorities and be deadline driven
- Handles stressful situations and deadline pressures well
- Ability to instruct, direct, and evaluate employees, and to resolve work related problems
- Ability to make decisions and take necessary actions
- Ability to answer questions and determine appropriate course of action for incoming messages or calls
- Ability to maintain records, prepare reports, and compose correspondence related to the work
- Ability to communicate effectively
- Hight level of initiative and ability to work well in a team environment
- Excellent communication skills both verbal and written
- Successful and effective team leader
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand.
This position entails providing satisfactory service to the customers. The skills required are the comprehensive understanding of the very basic customer service skills with the creative approach and active experience. The other duties are planning, organizing, and directing associates to deliver excellent and high-standard customer service support to the organization’s customers and the clients.
- Communicates to customers and internal departments on all projects or issues
- Schedule team to cover phones
- Completes timesheets for team on a bi-weekly basis
- Prepare reporting as needed for Supervisor/Manager, Department and key clients
- Handle customer service escalations
- Answer calls as needed
- Oversee Senior level accounts
- Analyze and propose staffing needs for peak season
- Respond to customer inquiries in a timely manner
- Efficiently identifies and solves issues
- Provide web-based training to team as needed
- Demonstrates leadership to define project requirements
- Strong organizational, presentation, and customer service skills
- Create or update training documents for team
- Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
- Other tasks and projects as requested
- Supervises, coordinates, directs, and monitors staff activities to ensure prompt, courteous, and accurate responses are provided to customers
- Monitors efficiency and quality efforts of personnel and provides training and coaching support
- Ensures adherence to departmental and/or call/service policies, procedures, and practices
- Recommends and implements new or improved systems to enhance or expedite work
- Creates and maintains a positive, respectful work environment for staff
- Develops job aids to clarify/simplify processing procedures
- Documents process and procedures for the department
- Bachelor’s degree or equivalent work experience
- A minimum of 2 years of account or client service experience
- Knowledge of MS office products Excel, Word and Outlook
- Must be extremely detail-oriented and organized
- Must be able to multi-task, set priorities and be deadline driven
- Handles stressful situations and deadline pressures well
- Ability to instruct, direct, and evaluate employees, and to resolve work related problems
- Ability to make decisions and take necessary actions
- Ability to answer questions and determine appropriate course of action for incoming messages or calls
- Ability to maintain records, prepare reports, and compose correspondence related to the work
- Ability to communicate effectively
- Hight level of initiative and ability to work well in a team environment
- Excellent communication skills both verbal and written
- Successful and effective team leader
The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 25 pounds. While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand.
