Customer Service Team Leader

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Customer Service Team Leader leads a customer service team that responds to phone, e-mail, or chat non-technical service requests from customers. Responds to and resolves escalated issues and/or unique or complex requests from customers. Being a Customer Service Team Leader monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Additionally, Customer Service Team Leader trains and provides support to less experienced team members. May assist manager or supervisor with scheduling. May be authorized to approve special adjustments or exceptions for a customer. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. The Customer Service Team Leader supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Customer Service Team Leader typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision.