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Employment

Customer Service Team Leader

If you are the type of leader that can inspire your team to deliver world class customer service, we want you to work for us! Summary: Assist the Customer Service Manager with building customer loyalty by providing leadership to call center customer service representatives and ensuring customer satisfaction. Serve as back up for the Customer Service Manager in their absence. Act as a mentor for the call center staff. Essential Functions: • Promptly answer all incoming calls from customers in a pleasant, professional and efficient manner. Assist customers by giving accurate product information and availability and offering comparable alternatives for out of stock or insufficient stock items. In the absence of the Customer Service Manager assist the call center to achieve quality expectations and call handling efficiencies. • Primary responsibility is to make sure all calls are answered within the company’s standards. Lead by example with sense of urgency to answer calls, jumping into the call queue if calls are still on hold with all team members on. • Serve as back up the Customer Service Specialist as needed to ensure timely processing of all OD’s. • Monitor the performance of direct reports on a continuous basis and provide performance feedback through informal communications. Initiate recommendations on performance management steps, up to and including termination. • Assist in resolving escalated customer issues that require special handling. • Be the primary support for the CSR’s by providing guidance on service and operational questions according to One Stop standards. Minimum qualifications: • An associate’s degree in a related field is preferred. • Must have at least two years of customer service experience. • Must have two or more years of supervisory experience, preferably in a call center environment. Our Call Center is open 8:00am-8:00pm, Monday through Friday. NO WEEKENDS!!

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