Customer Service Team Lead

The Customer Care Team Lead will function as an additional go-to advisor for department escalations and management assistance. This position is a combination of client interaction ensuring customer satisfaction/retention, system/database administration, and minor supervisory role to assist management. 

This position ensures that the team is answering calls in queue timely and all out of production cases are moved accordingly. The person for this position must have a strong work ethic.

Responsibilities

? Deliver a high standard of service and act as a liaison between the Customer Care team and the department Manager.

? Provide exceptional customer care across all call types including escalations and retention.

? Filter and communicate issues of concern to management team as necessary.

? Handle customer escalated complaints and urgent issues as needed. 

? Investigate and solve customers' problems (these may be more complex or long-standing problems escalated over by customer service representatives).

? Learn about DDS Lab’s products and services and keep up to date with any changes. 

? Communicate and manage expectations for work adherence and compliance, work order accuracy and achievement of service level, utilizing reports and other call center technologies. 

? Support team members in problem solving to attain first call resolution. Address escalated customer issues in a responsive, timely, and accurate manner to achieve maximum customer satisfaction.

? Provide phone support to calls in queue and develop relationships with customers including doctors and dental office staff

? Provide recommendations to customers on appropriate solutions to on-going issues or concerns.

? Evaluate service issues and provide alternative solutions to customers in order to minimize customer loss.

? Ensure call communications are properly documented in the customer relationship management system (CRM) including saving and attaching photos to case records.

• Maintain key performance indicators for call productivity such as case turnaround time and call volume
• Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
• Provide support to Customer Care, Technical Consultants, and Sales teams by proactively accepting escalated calls transferred from the stated departments.
• Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
• Ensure that department emails are being addressed.
• Assure cases receive calls and are moving into production the same day.
• Communicate both professionally and effectively to ensure cooperation and teamwork between technical consultation, customer service and sales teams. 

Qualifications

• 2 years’ experience as a department supervisor
• Previous experience as a supervisor in a call center
• Previous experience coaching and mentoring others
• Excellent typing and computer skills. Knowledge of Excel and Outlook are preferred
• Positive attitude and problem solving skills are required