Lead Customer Service Rep

Job Title: Lead Customer Service Representative

Location: Savannah, GA 31405

Shift Details: Midshift 1:00pm - 9:30pm (Sundays and Mondays off)

Contract Duration: 3 Months Contract (With Higher possibilities of Extension or Conversion)

Pay Rate: $22/hr on W2

Job Description: As a Lead, Customer Service Rep you will be responsible for ensuring superior service delivery to online customers by directly supervising the daily operational activities of a team of customer service specialists. You will lead and coach assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to the timely delivery of company products and services.

• Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals
• Support the building and developing of an effective and high-performance team
• Maintain daily and weekly statistics for individual direct reports
• Analyze department results
• Troubleshoot operational problems
• Complete team reports as required
• Identify and analyze escalated problems and provides guidance to direct reports for resolution
• Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

• 4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience
• Experience with Microsoft Office (Word, Excel, & Outlook)

• Experience in a call center environment
• Bilingual English/Spanish
• Strong customer service skills and the ability to satisfactorily resolve issues
• Solid ability to multitask with exceptional organizational skills
• Ability to thrive under pressure while delivering solutions that exceed customer expectations