Customer Care Team Lead

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Indianapolis, Indianapolis, IN, US

3 days ago Requisition

The Customer Care Team Lead is responsible for providing excellent customer service while supporting the daily operations of the Customer Care team. This position serves as a subject matter expert and operational leader within the department, ensuring customer requests are handled efficiently, accurately, and professionally. In addition to performing the duties of a Customer Care Specialist, the Team Lead provides guidance, training, and support to Customer Care staff, helps manage workflow and acts as the primary escalation point for complex customer issues.

This role works closely with leadership to drive continuous improvement, maintain KPI standards, and ensure consistent and positive customer experience across all communication channels.

The Customer Care Team Lead also helps ensure operational efficiency by monitoring team performance metrics, assisting with process improvements, team coaching, and coordinating cross-departmental communication to resolve customer needs.

At Van Ausdall & Farrar, our people are our number one asset. Our employees are the driving force that allows us to be successful now, and in the future. Below is an overview of our comprehensive benefits:

• Generous PTO
• 7 paid holidays + 1 personal holiday of your choosing
• Weekly Employee Engagement Activities
• Monthly Fitness Reimbursement
• Tip Lead/Business Referral Program
• Medical, Dental & Vision with corresponding Flexible Spending Account (FSA) and Health Savings Account (HSA)

• a. Handles Inbound calls, email requests and chat sessions from customers regarding products and services.
• b. Accurately enters customer information, orders, and service requests into the computer system.
• c. Completes data entry and ensures accuracy
• d. Provides real-time support to Service Team
• e. Applies advanced knowledge of ECI software to analyze customer data, optimize order processes, and support workflow improvements across departments pertaining to Printanista
• f. Completes general office duties as requested or needed
• g. Billing support for chargeable calls & supplies
• h. Support other areas of the business by providing specialized reporting on as needed basis
• i. Potentially act as primary contact for account(s)
• j. Contact vendors/dealers in partnership for resolving customer issues
• k. Will have a role in training new hires
• l. Has a working knowledge of all aspects of the customer care department
• m. Serve as the first point of escalation for complex customer issues and assist team members in resolving service challenges.
• n. Assist with daily workflow management.
• o. Provide guidance, mentorship, and support to Customer Care team to ensure consistent service quality.
• p. Assist with onboarding and training of new hires within the Customer Care department.
• q. Help maintain departmental documentation, procedures, and best practices.
• r. Monitor team performance metrics and assist leadership in identifying opportunities for improvement.
• s. Support the Director of Operations in maintaining service level agreements (SLAs) and key performance indicators (KPIs).
• t. Identify trends in customer issues and partner with leadership to recommend process improvements.
• u. Facilitate communication between Customer Care, Service, Sales, and other internal departments to ensure efficient resolution of customer needs.
• v. Cross-train within the Document Conversion Center (DCC) to gain a broader understanding of that area of the business, allowing the Team Lead to provide operational support and backup coverage for leadership within the DCC when needed

• Strong leadership presence with the ability to guide and support team members in a collaborative environment.
• Ability to manage time effectively while balancing personal workload and team support responsibilities.
• Ability to multitask and utilize multiple systems and screens simultaneously.
• Strong problem-solving skills with the ability to identify root causes and recommend…