Team Lead, Customer Service​/HelpDesk

Under the direction of the Call Center Director, individuals will work in a high-volume call center environment responding to in-bound and routine sales calls from customers regarding products, and services, He/she delivers exceptional service and support to the highest standards and is always ready with answers and information. He/she has excellent sales ability with a proven track record in selling. He she knows how to upsell/cross-sell and explain all products/services at a high level.

When necessary, he/she escalates issues to the right people and departments, assisting customers quickly and accurately.

• Ensures team CCRs are achieving team and individual bonus objectives.
• Manage a bi-weekly team sales meeting to provide group feedback, giving praise where due and suggestions where needed.
• Assist in developing a high-level Inbound Customer Sales Team with the ability to work towards monthly sales goals and KPIs/
• Track customer problem areas. OOS products, pricing issues, web issues related to products. Identify sales trends on inbound calls and report to Asst. Manager.
• Monitors calls both live and recorded to provide continual guidance to CCRs for sales performance improvement.
• Mentoring Team and CCR’s
• Work with Trainer/Asst. Manager/Concierge Team Asst. Manage to constantly develop areas of improvement giving our customers the best customer experience for every call.
• Coaching from Quality Monitoring of Phone Calls.
• Identify and report CCR related issues (performance and behavioral) to supervisor or manager.
• Handle escalated calls if needed, and take overflow calls when call volume spikes.
• Process Credits/Returns/Prepaid Orders
• Review Unprocessed & Unauthorized Orders
• Ensure proper use of Service Desk Ticketing system by CCRs
• Postal Inquiries/Tracers/Postal Intercepts
• Company Brand Expert: JR Cigars
• Other duties and responsibilities as assigned
• EDUCATION/CERTIFICATION:
  
  High school graduate or equivalent.
• REQUIRED KNOWLEDGE:
  General knowledge of Company policies and procedures.
• Basic understanding of Company products and services.
• EXPERIENCE
  
  REQUIRED:
  
  At least 3 - 5 year of experience as a team lead in customer service call center environment.
• Ability to work well under pressure.
• Ability to use a personal computer and related software applications including Microsoft.
• Word or Excel and Sales Force.
• Exceptional Customer Service.
• Attention to Detail.
• Empathy Skills.
• Time Management Skills.
• Ability To Perceive Clients.
• Willingness To Learn and grow with change.

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.