Customer Service Team Lead

Overview

Customer Service, Team Lead
Miami, FL

We are seeking a motivated and dynamic Team Lead to join and lead our For Sale By Owner (FSBO) Customer Service team. This role blends leadership with hands-on customer service responsibilities, allowing you to inspire and support your team and personally contribute to creating outstanding customer interactions. You'll coach, motivate, and lead our inbound Customer Service team while handling customer calls and playing a key role in driving team success.

If you're passionate about customer service, thrive in a fast-paced setting, and excel at leading others, we'd love to have you on board!

• Lead and manage a team of inbound Customer Service Representatives, fostering a high-performing, supportive, and customer-centric environment.
• Provide coaching, training, and performance feedback to ensure team members deliver world-class customer service through phone and email interactions.
• Monitor and manage team performance metrics, including response times, resolution rates, and customer satisfaction scores, ensuring the team meets or exceeds goals.
• Handle customer interactions, turning challenging situations into positive outcomes for customers and the business.
• Conduct proactive phone outreach to our For Sale By Owner (FSBO) clients, supporting team members in confirming client satisfaction and driving renewal and upsell opportunities.
• Oversee the accurate updating of Salesforce and other tracking systems to reflect team activities and outcomes, ensuring data integrity and insightful reporting.
• Collaborate with leadership to identify and implement process improvements that enhance efficiency and the customer experience.

• A track record of delivering excellent customer service, even in challenging situations.
• Strong leadership and coaching skills, with experience managing a team in a dynamic, fast-paced environment.
• Exceptional communication abilities, enabling you to interact effectively with a wide variety of customers and team members.
• Proven ability to foster a collaborative and inclusive team culture while achieving organizational goals.
• Solid technical skills, including proficiency with CRMs, Call Tracking, and Spreadsheet tools, with the ability to troubleshoot and train others on technical tools and processes remotely.
• A proactive and adaptable attitude, with the ability to juggle multiple priorities and contribute to the success of the team and organization.
• Experience working with Salesforce and Ring Central is a plus; a willingness to learn is essential.

You'll play a pivotal role in creating exceptional experiences for our customers while shaping a thriving, high-energy team. Your leadership will make a lasting impact on our success and that of our clients.

As a Customer Service Team Lead, you'll have the opportunity to:

• Make a tangible impact on both customer experiences and team performance.
• Work in a supportive, dynamic environment where innovation and collaboration thrive.
• Be part of a company that values your contributions and invests in your growth.

If you're ready to take the next step in your career and lead with purpose while delivering exceptional service, we'd love to hear from you!