Customer Service Team Lead

Customer Service Team Lead

Department:
Commercial Operations

Reports to:

Customer Service Manager

FLSA Status:
Non-exempt

The Customer Service Team Lead serves as a senior staff member to support the day-to-day customer service operations while providing oversight and supervising the customer service team. The Customer Service Team Lead is responsible for driving team participation in the implementation of sales initiatives that enhance customer growth and retention. In addition to frontline account responsibilities, this role supports team performance through training, process improvement, and operational efficiency initiatives as assigned by the Customer Service Manager.

• Process new service requests, account changes, service disconnects, and special deposit requirements accurately and in accordance with established company procedures.
• Assist customers with billing inquiries, account discrepancies, and payment questions; research and resolve issues in a timely and professional manner, escalating complex situations to the Customer Service Manager as appropriate.
• Investigate and evaluate credit references for new customers in accordance with company policy and applicable guidelines.
• Actively promote West Carolina services, packages, and promotions to new and existing customers; identify opportunities to connect customers with solutions that address their needs.
• Maintain accurate and complete customer account records, service applications, and documentation within company systems.
• Assist the Customer Service Manager with day-to-day team oversight, including serving as a first-level resource for team questions, supporting workflow management, and helping ensure consistent adherence to service standards and procedures.
• Perform and oversee various administrative and operational processes, including billing processes, non-pay disconnects, and other routine system procedures. Monitor to ensure completion is accurate and within established time frames.
• Assist with development, setup, testing, and maintenance of system codes, business rules, and related configurations.
• Support implementation of new processes and procedures to improve operational efficiency and accuracy.
• Provide operational and administrative support to other departments as needed.
• Support the onboarding and training of new Customer Service team members; serve as a knowledge resource and procedural guide for less experienced staff.
• Assist with special projects related to team training, process documentation, and operational efficiency improvements as assigned by the Customer Service Manager.
• Identify recurring customer issues, procedural gaps, or workflow inefficiencies and communicate findings and recommendations to the Customer Service Manager.
• Performs other duties as assigned by management. *

The duties and responsibilities outlined herein are intended to describe the general nature and level of work performed by employees in this position. This list is not exhaustive, and the employee may be required to perform other duties as assigned to meet the organization’s needs.

• Knowledge of customer service principles and best practices, with the ability to deliver consistent, professional, and courteous experience across all customer interactions.
• Knowledge of residential telecommunications products, services, billing practices, and account management procedures sufficient to accurately process transactions and respond to customer inquiries.
• Knowledge of basic credit evaluation procedures and the ability to apply established company guidelines when assessing new customer accounts.
• Skill in operating customer account management systems, billing platforms, and standard office software…