Customer Service Lead Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the customer service lead job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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C Runte

Cristobal

Runte

92083 Rahul Spurs

Los Angeles

+1 (555) 501 2330

92083 Rahul Spurs

Los Angeles

Phone

p +1 (555) 501 2330

Experience Experience

Dallas, TX

Customer Service Lead

Dallas, TX

Rosenbaum-Predovic

Dallas, TX

Customer Service Lead

Create, review, and provide to management performance reports for employees and ATM’s as directed
Assist with performance evaluations and provide constructive feedback to representatives
Provides feedback to supervisor/manager for Annual Performance Reviews
Provides assistance to team members in the absence of Customer Service Managers and Supervisors
Assist in developing and mentoring newly hired employees by facilitating meetings, provide coaching and sharing product knowledge
Assist management with variety of assignments and can act as a team point of contact when an Associate Manager is absent
Assist the store manager in hiring, developing, and training others in store to meet company standards and guidelines

New York, NY

Customer Service Lead-athleta

New York, NY

Sanford LLC

New York, NY

Customer Service Lead-athleta

Responsible for front-of-house receiving and assisting vendors
Consistently treats everyone with respect and contributes to a positive work environment
Looks for ways to create an environment that welcomes innovation and values each employees' unique ideas and contributions
Displays a "customer assistant" mindset at all times; does not leave the customer with anything to do
Communicates development feedback of others to the leadership team
Offers suggestions to the leadership team about how to improve daily sales trends
Monitors cash wrap to ensure customers are provided service in accordance with customer service policies and cashier guidelines

present

Philadelphia, PA

Customer Service Lead, Chicago

Philadelphia, PA

Wolff-Osinski

present

Philadelphia, PA

Customer Service Lead, Chicago

present

Create a team-oriented work environment
Work with Leadership to monitor effectiveness of service policies and practices
Motivate and mentor team members by presenting new opportunities and challenges for additional development
Provide outstanding customer service through the support of escalated customer service issues
Foster an environment of continued development and professional growth
Leverage reporting to identify challenges and drive performance
Work with IT and Client Service Center Leadership to identify opportunities for CSC efficiency and inter-departmental seamlessness

Education Education

Bachelor’s Degree in Accuracy

Clark Atlanta University

Bachelor’s Degree in Accuracy

Skills Skills

Strong attention to detail, follow through and the ability to communicate and control activities through external service providers
Detail oriented with strong organizational and time management skills
Ability to handle multiple functions at one time while paying strict attention to detail and deadlines
Excellent communication and strong problem solving skills
Ability to prioritize and organize my work and the work of others in order to make the most efficient use of time available
Good people and interpersonal skills to buildeffective relationships with all levels of professionals
Knowledge of basic math and formulas
Strong proficiency with Internet, Windows-based PC, intermediate to advanced skills and understanding of and Microsoft Word and Excel
Ability to remain calm and rational in highly stressful, volatile, and visible situations
Team player who thinks quickly and is capable of creative problem solving

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Customer Service Lead Resume Examples & Samples

1 year of Contact Center System Experience
Experience managing others
Bi-lingual in Spanish or French is a plus
Basic internet knowledge required (web browser, email)

Customer Service Lead Resume Examples & Samples

Provides support to our players via phone, email, etc. around billing, technical support, and general game play during shift
Consistently meets or exceeds our customers’ expectations as reflected in the customer satisfaction scores and meets internal service levels for responses
Suggests additions to the knowledge base and scripts
Handle escalations from the customer service representatives
Assist with process improvements, and documenting policies and procedures
Work closely with other departments within the company including: creative, production, external developers and executive teams
Working with vendors and recommending suggestions and changes to products before product integration
Included in the interviewing and hiring new staff
Excellent command of Grammar, Punctuation and Spelling
Calm demeanor and pleasant attitude towards customers, be able to handle escalated calls/emails
Highest ethical standards and integrity
5+ years’ experience working in a customer service environment
2+years’ experience working in a customer service leadership/management role
Be able to work at least 1 weekend day as part of the regular working schedule and be on call evenings
Be able to have a consistent start time
Evenings, weekends, and holidays required – flexible schedule is a must
Ability to work independently, and escalate site issues without supervision
The ability to communicate clearly with both technical and non-technical members
The ability to translate complex technical issues into consumer friendly responses
Ability to remain calm and rational in highly stressful, volatile, and visible situations
Team player who thinks quickly and is capable of creative problem solving
Previous customer service phone experience a must
Reliable and punctual

Customer Service Lead-athleta Resume Examples & Samples

Sales Generation Stays current on goals and priorities as it relates to the selling floor
Offers suggestions to the leadership team about how to improve daily sales trends
Customer Experience Sets the example by role modeling great customer service
Ensures that associates are upholding service standards
Handles complex customer situations in compliance with policy and procedures; escalates issues as appropriate
Staff Supervision Monitor floor coverage and zoning for the day
Monitors cash wrap to ensure customers are provided service in accordance with customer service policies and cashier guidelines
Coordinates associate breaks, lunches and shift changes
Logs/reports to leadership team time and attendance infractions (sick/late/no show)
Performs employee personal property checks
Trains, coaches and directs associates on service and how to meet productivity standards
Communicates development feedback of others to the leadership team
Operations Responsible for store opening and closing
Upholds all company policies as outlined in the Policy and Produce Manual, including the Employee Policy Guide and Code of Business Conduct
Enforces all Loss Prevention policies, and communicates violations to the leadership team and/or the COBC hotline
Responsible for front-of-house receiving and assisting vendors
Ensures company standards of neat, clean and organized sales floor, cash wrap and fitting room areas are met
Reports to a member of the Store Leadership Team
Collaborates effectively across teams and with all Business Partners and departments as needed

Customer Service Lead Athleta Mall Resume Examples & Samples

Understands the holistic mindset of the Athleta brand and can bring it to life everyday
Consistently treats everyone with respect and contributes to a positive work environment
Brings Athleta to life (in this new retail expression), through creating a unique-to-brand shopping experience; fosters interaction similar to being a trusted friend and advisor through rapport & empathy
Displays a "customer assistant" mindset at all times; does not leave the customer with anything to do
Ability to do what's right while balancing brand policy guidelines to promote an in-service mindset
Looks for ways to create an environment that welcomes innovation and values each employees' unique ideas and contributions
Ensures desired brand experience is being fostered in-store through individual and team customer interactions
Connects with customers by asking open-ended questions to assess customer needs and makes relevant merchandise/styling suggestions
Drives store sales by authentically suggesting additional items to customers to meet their active lifestyle needs
Stays current on all product knowledge and communicates features and benefits to customers to build customer knowledge and confidence in the product
Assists customers in finding out-of-stock items via catalog or on-line, by using (back-order capability)?, or by finding substitutions for out-of-stock items (understands and leverages Call Center, catalog & website)
Leads by example; mentors and positively influences others
Sales Generation
Ability to establish & maintain effective relationships with employees and customers
Possesses a strong character/ethical core - distinctly knows the difference between doing what is right vs. doing the right thing
Ability to interact cooperatively and work as a team towards a common goal
Demonstrates a passion for delivering exceptional service everyday and inspires by example
Demonstrates a "can-do" attitude, with drive and passion to sell and achieve all goals
Ability to receive feedback and to take action when appropriate
Skilled problem-solver, makes quality decisions, and follows written and verbal instructions to meet deadlines on tasks and projects
Ability to communicate effectively
Previous experience in retail preferred
Ability to lift and carry 30 pounds
Ability to maneuver around sales floor and stockroom
Open availability and flexibility to work nights, weekends, store openings and closings to meet the needs of the business
Experience supervising teams preferred

Retail Customer Service Lead Outfitter Resume Examples & Samples

Handling Customer returns and exchanges
Running a Computerized Retail register system
Counting & Handling Money & Credit Card Transactions
Resolving Customer issues and concerns

Customer Service Lead Resume Examples & Samples

Leads associate engagement to achieve service goals
Provides leadership and communicates to team members
Conducts associate huddles, monitors associate service behaviors and conducts coaching sessions utilizing shoevaluations
Helps identify training needs and provides associate training
Communicates associate goals and provides coaching
Seeks opportunities for personal performance growth and demonstrates interest in building leadership skills
Provides development opportunities for associates that support company growth
A minimum of 2 years’ experience in a retail customer service environment required

Customer Service Lead Athleta Chestnut Hill Square Resume Examples & Samples

Ability to do what's right while balancing brand policy guidelines to promote an in-service mindset
Connects with customers by asking open-ended questions to assess customer needs and makes relevant merchandise/styling suggestions
Assists customers in finding out-of-stock items via catalog or on-line, by using (back-order capability)?, or by finding substitutions for out-of-stock items (understands and leverages Call Center, catalog & website)
Ability to establish & maintain effective relationships with employees and customers
Ability to lift and carry 30 pounds

Scheduling / Customer Service Lead Resume Examples & Samples

Maintain a safely oriented work culture
Instruct, coordinate and supervise associates engaged in customer service and scheduling activities, communicating goals and tracking progress daily
Work closely with hub management and other departments to identify and resolve shipping/delivery exceptions, address customer complaints and answer questions regarding services and procedures
Develop, train and audit processes to ensure efficiency, consistency and the highest level of service
Prepare, maintain and distribute operational reports, verifying content and accuracy
Contribute to and complete other projects as assigned
Interview required as part of selection process
Computer literate with strong working knowledge of Microsoft Office Suite (Outlook, Excel & Access) and WMS (PkMS & HubWM)
Ability to work a full-time schedule including nights, weekends and holidays
Prior experience in customer service and home delivery preferred

Customer Service Lead Resume Examples & Samples

Ensure that all customers’ queries are well-investigated and resolved in compliance with process standards through reviews, call observations, reports and practices
Inspire team building and manage each staff member to ensure they grow and succeed
Assist in the recruitment, hiring, supervision,training, and evaluation of customer service representatives
Analyze data or statistics to identify the customer service level the organization is providing and recommending necessary adjustments
Establish and maintain timely and thorough reporting process to share information, present trends, and develop recommendations regarding all facets of customer service
Use and improve training documents to continually work with representatives to increase their efficiency, job knowledge and abilities
2+ years customer service supervision and/or management experience
Proficiency utilizing a PC skills - experience utilizing customer service technology tools (Order Motion) a plus
Proficiency with Microsoft Office tools
Proficiently with IVR phone operating systems (Connect First) a plus
Customer service orientation/mindset
Ability to successfully interact with associates and internal partners
Ability to develop and train team, build relationships, and best utilize skills of the team
Ability to work in a fast paced environment, adjust priorities, and manage time wisely
Ability to maintain records and documentation

Customer Service Lead Resume Examples & Samples

30%: People management (as described above)
40%: Vendor management (as described above). Will include travel to vendor sites
30%: Quality and compliance (as described above)
BA/BS degree in the life sciences, engineering, business administration or supply chain, with a minimum of 5-8 years of relevant work experience
MS/MBA preferred
Experience in Logistics and Customer Services, Global Supply Chain, experience in an international environment preferred
3+ years of experience working with ERP systems, preferably SAP
Working knowledge of cGMP/GDP in customer service, logistics and distribution
Knowledge in import/export shipping process and regulations
Experience with temperature sensitive logistics
Strong organizational and customer service skills
Strong attention to detail, follow through and the ability to communicate and control activities through external service providers
Proven management skills, and ability to effectively lead and collaborate with various business functions
Ability to successfully manage external resources

Customer Service Lead Resume Examples & Samples

Consulting: helps customers solve business problems through diagnostic thinking, effective questions and creative thinking. Manages expectations and builds strong collaborative win-win relationships with partners to deliver key goals i.e. gathers appropriate information through skilful questioning and listening. Helps customers identify the right solutions to business problems and change management challenges. Contracts specific deliverables and deadlines with internal clients, based on effective diagnostic studies. Manages client expectations effectively
Needs Assessment: Knowledge of procedures used to assess information needs; includes ability to assess information needs and evaluate effectiveness against KO standards
Payroll
International Comp & Benefits
Customer Service / Consulting
Relocation Management

Customer Service Lead Resume Examples & Samples

2 + years of customer service experience and 6 months tenure as a CSR3 with Visa required
Customer service skills including call de-escalation techniques and a commitment to quality service
Self-motivated with the ability to work within a team or independently
Adapts easily to shifting priorities and challenges
High School Diploma required, Associate or Bachelors degree preferred

Retail Customer Service Lead Resume Examples & Samples

Supporting and maintaining holds and layaways by handling the upkeep of daily reports and locating items as they are reserved
Serve as backup for the Frontend and Switchboard areas by covering Switchboard Breaks and Lunches, answering customer phone calls, performing customer service call backs, assisting Cart Collection/Carry Out, working Price Override and Daily Discount Forms as needed, assisting with Code 3’s
Other Duties as assigned by Management

Customer Service Lead Resume Examples & Samples

1-2 years management or training experience preferred
1-2 years customer service or retail experience required
Advanced proficiency in Outlook, Excel, Word and PowerPoint
Proficiency in SAP, Cybersource, Cisco, PKMS/AS400 preferred

Mobilty Customer Service Lead Resume Examples & Samples

Management of assignment data and system data integrity for all downstream processes
Act as the vendor manager day to day contact for their region to ensure SLAs are met and high quality service delivery
Act as the one point of contact for senior employees on mobility policies, to ensure understanding of the policies and delivery of all mobility services
Exposure to an international client group of all levels of the organization
Being part of a newly born team that will add measurable value for the Company
Communication: Develop open, effective communication practices across the organization to improve individual and business achievement and performance, i.e. demonstrate effectiveness in written and verbal communication. Develop and reinforce clear, consistent key messages. Seek input from key stakeholders. Share information openly and honestly and facilitate dialogue. Incorporate research into planning decisions
Consulting: Help customers solve business problems through diagnostic thinking, effective questions and creative thinking. Manage expectations and build strong collaborative win-win relationships with partners to deliver key goals, i.e. gather appropriate information through skilful questioning and listening. Help customers identify the right solutions to business problems and change management challenges. Contract specific deliverables and deadlines with internal clients, based on effective diagnostic studies. Manage client expectations effectively
Project Management: Discipline of carefully projecting or planning, organizing, motivating and controlling resources to achieve specific goals and meet specific success criteria
Needs Assessment: Knowledge of procedures used to assess information needs; includes ability to assess information needs and evaluate effectiveness against Company standards

Retail Customer Service Lead Outfitter Resume Examples & Samples

Assists in the delegation of work, determining the method of work, giving clear and concise direction, and follow up to ensure proper execution. Responds and handle customer issues by using good judgment and logic in solving problems and making decisions within the job scope
Provide legendary customer service when assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Cabela's Xtreme Protection, Kiosk, VOC and In-Store Pick-up
Assist the Customer Service Lead with weekly and monthly auditing of ISP, Layaway, Hold, Case and Gift Cards

Austin DPS Customer Service Lead Resume Examples & Samples

Compliance to Key Control and other policies
Internal Position
Internal Applicants should be at or above the I-2 (Customer service rep / Risk)
Must have experience with escalated calls and customer complaint resolution. (CSR line/ escalation lines)
Internal Applicants will preferably have solid knowledge of DPS products, services and applications that support our clients' needs within the contact center environment (i.e. PAS, Adeptra, Falcon, etc.)
Ecellent verbal and written communication skills

Customer Service Lead Resume Examples & Samples

Management of the customer services team who are responsible for order processing, order management, customer enquiries, customer returns, customer loans (end to end) and service administration for defective products via RMAs (end to end)
Manage and work with team member(s) to maintain an efficient inventory holding for the brand ensuring the turn level is high, slow moving and obsolete stock is managed effectively. The stock analyst is responsible for ordering of the stock and working with the team in the US to ensure the right products, in the right quantities, at the right time are available for our market
The team is also responsible for supporting indirect procurement for various sites within Europe
Understanding the process’ end to end to effectively manage the team with a focus on outcome whilst operating within the rules of the business
To ensure that the Customer Services function operates effectively and that the functions activities are aligned to departmental and Company objectives
Build effective, credible relationships with other teams and departments to deliver Customer Service Excellence
To ensure the accurate processing of customer orders and order confirmations within agreed timescale
To ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales
To ensure accurate processing of customer (Returns material authorisation) RMAs for faulty units within an agreed timescale
To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customer
Organize and manage the team in busy periods to prioritise workload, including supporting the team by being hands on when needed
To actively promote and manage the process of continuous improvement in Customer Service standards
Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit
Promote effective communication throughout all levels of the Customer Services function
Promote and ensure continuous development of team members – identify training needs and conduct monthly one to ones, formal annual review and target setting ensuring objectives are achieved
Provide support for the Manager, Sales Operations
Significant recent and proven experience within a busy commercial customer service environment – non customer facing
Experience gained within service or distribution environment
Good knowledge of CRM and ERP Systems (SAP desirable)
Demonstrable customer relations management experience within a quick response, highly fluctuating, customer driven industry
Previous experience of managing a team

Customer Service Lead Resume Examples & Samples

Supervise day-to-day operations of Customer Service Division
Create and review daily, weekly, and monthly performance metrics and call center logs
Monitor, measure, and drive the quality and performance of individual(s) / team
Create shift schedules and ensure adequate staffing coverage
Assist with performance evaluations and provide constructive feedback to representatives
QA representative calls, emails, and chat correspondence
Handle escalated customer calls and e-mails to ensure customer satisfaction
Implement appropriate servicing of partnership customers based on program guidelines
Mitigate dealer service level issues
Deliver referral process clarification to inbound customers and dealers
Escalate website issues immediately and to the appropriate internal parties
Duties also may include calling leads, follow up calls, and comprehensive reporting
Assist customers with placing ads on the Sell My Car website
Other administrative tasks as assigned
Experience with high level customer service and / or call center experience
Broad knowledge of call center metrics
Outstanding punctuality and attendance history
Ability to multi-task and make appropriate decisions quickly
High attention to detail and enthusiasm for the position
Superior phone etiquette skills and discretion in call activities
Ability to communicate with management
Ability to identify deficiencies and suggest process improvements
Maintain detailed knowledge of the Internet Brands verticals
Ability to work with minimal supervision in a team environment
Excellent oral and written communication skills along with strong organizational skills
A high level of patience and the ability to work with others in a fast-paced environment
Ability to follow a set process within published company standards and rules
Ability to simultaneously delegate tasks and prioritize high-level activities
Superior interpersonal communication and listening skills
Prompt and thoughtful problem-solving skills
Ability to remain calm and respond in a friendly manner under pressure
Excellent written communication
Fast and accurate typing, spelling, and grammar usage

Customer Service Lead Resume Examples & Samples

Takes ownership of a wide variety of escalated requests/inquiries from owners and works to resolve completely, including, but not limited to: Vacation Planning, Financial Servicing,Travel, Collections, RCI, and Title Services
Identify areas of opportunity for coaching. Collaborate with supervisors and associates to create action plans for improvement of performance. Participate in the training, development and career pathing for associates. Educating our business partners as well as associates on vacation ownership products
Escalation resolution and retention for our customers via phone or email Assist associates with help questions. Help questions are in regards to policies and procedures. Take and compliment calls
Review and approve forms submitted to ensure accuracy and compliance to regulations, securitization and company standards Translate documents, emails or correspondence as needed
Participate in projects or process excellence initiatives that use process excellence tools and methodology that achieve and support the company’s strategic initiatives
Manage to department goals. These goals include Service Level and Collection goals
Performs other duties as needed
High School Diploma or equivalent (G.E.D); some college preferred
Demonstrate advance understanding of product knowledge, standard operating procedures, standard operating instructions and company policies specific to the department or area
Two years of customer service experience or working in a contact center environment
Strong computer skills (Word, Excel, Outlook, Access, and PowerPoint)
Strong Customer Service and Math skills
Fluent in speaking, writing, and reading the Japanese and English
Financial Experience
Previous Leadership Experience
Knowledge of Process Excellence and/or Six Sigma tools and methodology

Csl-customer Service Lead Resume Examples & Samples

Ensures exceptional customer satisfaction with accuracy and professionalism while processing purchases, resolving customer complaints, and completing returns and exchanges
Takes opportunities to add-on sales to customers by using current selling techniques and company programs
Responsible for providing coverage in the Copy Centre when needed
Accountable for appearance of service desk and registers, as well as maintenance of all front end supplies
Provides guidance, motivation and delegates tasks to associates and follows up as required
Assists in the training and development of associates
Responsible to communicate and ensure understanding of flyer or promotional items such as coupon codes, computer bundles and free offers
Follows all correct cash register operations, as well as maintaining SKU integrity when entering services into the register
Provides administrative support to the front end, in the temporary absence of an Administrative Specialist
Stocks/maintains front-end racks/shelves and merchandise areas as assigned
Has a complete understanding of all company policies and procedures related to this position, as outlined in the training checklist
Maintains general cleanliness of all workstations, lunchroom and washrooms as assigned, according to company standards
Identifies and communicates suggestions for improvements in all areas of business
Checks all sources of communication for information (white boards, bulletin boards, portal, etc)
Three months to one year of previously related experience is preferred

Customer Service Lead Outfitter Resume Examples & Samples

Support In Store Pick-ups (ISP) through receiving, locating and put away of merchandise, maintenance of daily reports, and assisting with customer pick-ups
Supporting and maintaining Holds and Layways by handling the upkeep of daily reports and locating items as they are reserved
Support the Customer Relationship Management System (CRMS) through processing of CRMS Orders, and working CRMS Expeditor Cases
Support the Customer Experience counter by clearing 9's cases, removing 7's cases, and serving as a backup for customer service

AWS Customer Service Lead Resume Examples & Samples

Providing prompt, efficient, detailed, customer-oriented service to AWS customers
Driving projects that improve support-related processes
Experience in leadership positions
Experience in Quality Assurance / Quality Improvement
Experience in Kaizen

Customer Service Lead Qualchoice Health Based Resume Examples & Samples

Lead Customer Services representatives to ensure compliance with company procedures and policies
Serve as point of escalation for any customer issues that Customer Service representatives are unable to resolve
Implement workflow improvements within the department to provide responsive and efficient service to the customers and Soundpath Health employees
Assist members with benefit plan options available to them through the enrollment process, including enrollment in specialized care programs
Develop and maintain a thorough knowledge of call center functions and emerging technologies and make recommendations for improvements, which enhance customer service
Ensure that procedures are updated regularly and recommend changes of policy or procedure as needed
Resolve customer service inquiries related to: medical benefits, eligibility and claims; pharmacy benefits, eligibility and claims; correspondence requests; and premiums
Partner with Customer Service Manager to resolve escalated issues
Maintain ongoing communication with Customer Service Manager, providing regular input and informing him/her of ideas and suggestions
Actively listen and appropriately respond to customer and employee requests, concerns, and suggestions
Respond promptly and considerately to the needs of internal staff
Represent Soundpath Health in a courteous and professional manner in attitude and appearance and behave ethically either at work or outside your work environment
Assume responsibility for related duties as required or assigned
Associate’s Degree or equivalent is required
Customer service background, healthcare experience, and Medicare or Medicare Advantage experience are also required

Customer Service Lead-bbc General Management Resume Examples & Samples

BA/MBA degree in economics graduated in business administration/management
Min.3 years’ experience in business environment
US GAAP experience
MS Office, SAP, Hyperion experience
Excellent PC knowledge
Loyalty, Discretion
English language Business Proficient level
Ability to cooperate with people of different levels inside/ outside the company and to interact with team to reach team goals and business objectives
Ability to express information in a manner appropriate to different levels of people & to lead negotiations
Ability to recognize, respond to customer expectations with sense of urgency and even increase expectations

Customer Service Lead Resume Examples & Samples

Provide World Class Client Service to Merchants via inbound phone calls, email or chat that are escalated in nature
Handle escalated tickets regarding credits and reversals that required critical thinking, compromise and ability to provide decision making coaching
Assist in developing and mentoring newly hired employees by facilitating meetings, provide coaching and sharing product knowledge
Respond to Better Business Bureau complaints on behalf of the company
Participate in identifying and facilitating ongoing trainings
Provide coaching and development to representatives regarding the quality of their interactions with merchants
Assist management with variety of assignments and can act as a team point of contact when an Associate Manager is absent
Serves as a point of contact for answering CSR and Sr. CSR complex questions
Highly involved in processes improvements regarding any processes or procedures regarding the merchant experience or product enhancement
Lead positions will provide support Monday through Saturday 5:00am-8:00pm
Scheduling will be determined upon filling positions
2 + years of customer service experience and 6-months tenure as a Sr. CSR required with Authorize.Net
High School Diploma required, Associate or Bachelor's degree preferred

Customer Service Lead Resume Examples & Samples

Leadership Experience preferred
2+ years’ experience in Call Center Environment
1+ years Lead experience
Strong verbal written communication skills
Ability to mentor and assist Customer Service Representatives
Computer skills including Windows based applications (Word, PowerPoint, Excel, Access, and Outlook)
Ability to establish and maintain effective working relationships with superiors, peers and others contacted during time course of business
Demonstrated ability to maintain a high level of customer service responding promptly and effectively to customer concerns and problems

Associate Customer Service Lead-york Resume Examples & Samples

Call on retail customers and HVAC contractors and distributors both through internal and self generated leads such as public domain services, business directories, industry leads, trade shows, web sites and other sources to promote rebate programs
Regular field visits to retail customer accounts in assigned territory to recruit/enlist, update/maintain program materials and provide training to the retailer's sales associates, manufactures and partners
Educate HVAC contractors on energy efficiency rebates programs for retrofit opportunities
Customer site visits to ensure installed HVAC equipment meets program guidelines
Organize and document daily activity for communication to program management
Ensure that contractors are meeting performance goals
Track, and report on field activities and effectiveness to ensure that contractors are meeting performance goals
Control field related costs such as phone use, mileage, and time
Ability to operate with minimal direct supervision is essential
60% local travel throughout eastern Pennsylvania
Make presentations to retailers utilizing program displays, literature and sample products
Develop and maintain relationships with appropriate retailer contacts
Attend related special promotion events as required, including trade shows, conferences etc
Complete daily customer visit forms, travel logs, and reports as required
Participate in meetings and conference calls as required
Associates degree or in lieu of degree 4 years of experience in account management
Valid Driver's License and clear driving history
1 year of experience working in a customer facing role
3 years of experience working with MS Office suite of products in an office environment
Reliable Transportation
Ability to work remotely and independently
LEED AP, BPI or similar demonstration of an understanding of current energy efficiency practices strongly preferred
Ability to occasionally work outside of traditional hours, including evenings and weekends as needed
Experience working with contractor management or account management background
Strong communication skill and professionalism

Customer Service Lead Resume Examples & Samples

Experience in using Microsoft Office applications and web browsers
Experience in PeopleSoft
Demonstrated knowledge of ASU Helpdesk Policies and Procedures
Experience in assisting supervisor with daily operation of call center
Experience in developing and motivating a team
Experience in work that requires effective interpersonal communication
Experience in work that requires analytical skills
Evidence of established accountability through performance evaluation
Previous experience working for ASU highly desired

Customer Service Lead Resume Examples & Samples

Review email, chat, and phone call communications ensuring that company policies and ideals are upheld
Responsible for researching and resolving complaints to ensure customer retention and satisfaction
Follow up on all written correspondence and escalate to Customer Service Manager on duty as necessary
Keep current and train Customer Service Representatives with all new policy and procedures
Some College
2+ years in customer service, help desk or call center experience in a retail environment

Customer Service Lead Resume Examples & Samples

Contribute to maintaining a safe and secure store environment
High school graduate or equivalent (GED), Associates degree
Moderate physical effort required; standing and walking will

Customer Service Lead Resume Examples & Samples

Oversees and assists in resolution of customer complaints
Coordinates activities and provides guidance to CSAs
Determines status of arriving buses and bus numbers
Verifies ticket lines are clear before bus departs
Assist drivers with boarding procedures
Helps Investigates tracing process issues
Two (2) years of general knowledge of terminal, to include work experience as a Ticket Agent and/or Baggage Agent
Good problem solving and decision-making ability

Customer Service Lead Resume Examples & Samples

Follow company cash control policies and procedures
Stock and rotate products including coolers and/or freezers
Complete training activities and pass minimum job performance standards
Follow company general rules of conduct and code of ethics
Motivate sales associates to grow the store sales and profitability using suggestive selling techniques
Assist the store manager in hiring, developing, and training others in store to meet company standards and guidelines
Customer service experience desired
Ability to perform multiple tasks at one time

IT Customer Service Lead Resume Examples & Samples

Designs, implements, and measures customer service-focused programs (training, procedures, methodologies, etc.) to measure and improve customer service performance, effectiveness, and customer satisfaction
Ensures timely processing of incidents/requests and helps resolves customer disputes, ensuring that customers are satisfied and their operational IT needs are fulfilled
Identifies system and workflow improvements to enhance the team's efficiency, and recommends changes to products or services to fulfill customer needs and organizational objectives
Develops and maintains service level objectives, measures customer satisfaction, and works with IT and other teams to identify and escalate problems, gaps, or delays in service delivery
Relies on extensive experience and judgment to plan and accomplish objectives. Leads and directs the work of others. A wide degree of creativity and latitude is expected
Rock-star Customer Service skills and experience required
Excellent written and verbal communications skills a must, as well as the ability to present to all levels of personnel (peers and management alike)
Excellent interpersonal skills contributing to engagement, empathy, and de-escalation/conflict resolution
Understand and speak knowledgably to technical issues related to the delivery of IT services
5+ years of experience in the field of providing customer service
Familiar with a variety of IT concepts, practices, and procedures
Active US Government clearance or ability to obtain one preferred
5+ years supervising or leading a customer service or technical support team highly desirable. ITIL knowledge/experience a plus
Technical certifications including Security+, MCIT et al a plus
Experience implementing new and innovative customer service technologies, strategies, and solutions preferred. Basic project/lifecycle management experience is a plus

Customer Service Lead-nemea Resume Examples & Samples

Identifying risks and clearly defining and leading mitigation plans for shipments inbound in NEMEA (Near East Middle East) Operating Markets
Maintaining and analyzing monthly reports on shipment performance and OTIF (On Time in Full) rate for NEMEA Region while sharing outcomes with SC (Supply Chain) Leadership
Coordinating orders summaries received for both BI (Boehringer Ingelheim) tender and private markets as well as Agents within NEMEA by volume and value
Become a central point of contact for CS Team cases of shipment plan in alignment with demand planning team and SC Leadership
Ensure proper Tracking of all the open orders pending for shipment, monitors dates of arrival (as per delivery dates originally committed by plant)
Ensure that the customers receive accurate shipping documents on time
Handle order to cash requirements including processing of Credit Note requests, and maintaining Order to cash master data ensuring LCs (Letter of Credit), payment in place to support shipment
Responsible for master data management for NEMEA markets and accountable for customer Service data quality

Customer Service Lead Resume Examples & Samples

Conduct quality review of CSR’s performance within product-specific units to ensure quality service goals and standards are met
Verify that CSRs are providing up-to-date information and assistance, following current processes, and communicating effectively to callers
Audit Customer Care Representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures
Identify areas where improvement can be achieved and provide employees with timely and relevant feedback
Recognize employees, build empowerment, foster relationships and demonstrate respect
Monitor Key Performance Indicators and production; strategize for continuous improvement and strengthen customer loyalty
Identify procedural gaps and launch initiatives designed to improve organizational quality, education and training facilitation
Facilitate education, training and interventions as quality-improvement projects
Facilitate collaboration with other areas of Brinks
Ensure a healthy employee culture through effective utilization of Brink’s human resource practices, policies and systems to guide and develop employees; encourage an environment of accountability and successful teamwork
Perform other duties as assigned to include agent level tasks
Minimum of 3 year(s) experience working directly within a customer service/call center environment
Minimum of 3 years working with Microsoft Office products
Working knowledge of Workforce Analytics, and key metrics
Prior leadership experience a plus
Secured transportation industry (CIT, Cash Vault, Coin)
Basic knowledge of project management principles
Strong consultative, analytical and problem solving skills
Excellent interpersonal/communication and presentation skills
Inspirational and motivational skills

Customer Service Lead Resume Examples & Samples

Prepare sales contracts and create spreadsheets as required by customer requests
Partner with Customer Service Supervisor on orientation and training for new and established CSRs
Assist with specific projects as assigned by Customer Service Supervisor
Ability to quickly analyze pricing and cost structures to quote competitive bids when required
Talk with established as well as potential new customers by phone
Offer resolution to customer complaints
Offer technical assistance to customers
Estimate date of delivery to customer, based on delivery schedules and lead times provided by Customer Service Supervisor
Enter orders taken by phone, fax, or email into the computer system
Work internally with production supervision and CSR’s to ensure sales are closed when expedite requests are received
Work to manage various Inboxes
Calculate Daily metrics as required by ISO
Assist with upkeep of tasks associated with safety alerts and recalls
Ensure that employees are properly trained regarding the company’s safety policies, procedures, tools and equipment utilized in the performance of their job duties
Encourage employees to report unsafe work conditions and listen to employee suggestions regarding concerns as they are the first to recognize the hazard
Demonstrate and active interest in complying with Health and Safety policies and attend all Health and Safety training offered
High School diploma/GED or higher
Minimum of four (4) years of Customer Service experience
Minimum of four (4) years of experience with QAD and Microsoft Office applications
Minimum of two (2) year of experience working with international order processing and account management
Minimum 6 years of Customer Service experience
Experience in management of people preferred
Familiarity with managing large accounts
Previous experience within the Fall Protection industry

Customer Service Lead, Chicago Resume Examples & Samples

Live Our Values: People, Quality, Service and Innovation
Lead and inspire through multiple levels of leadership
Work with Leadership to monitor effectiveness of service policies and practices
Focus on and improve specific elements of the business such as training, productivity, quality, customer experience, etc
Lead, model, teach and ensure adherence to our company Core Values
Foster an environment of continued development and professional growth
Using appropriate forums disseminate information to CSC as well as the rest of the company
Partner with the People Team to recruit, identify, and screen applicants for all CSC positions
Leverage reporting to identify challenges and drive performance
Work with IT and Client Service Center Leadership to identify opportunities for CSC efficiency and inter-departmental seamlessness
Oversee all aspects of the client experience
Understanding of client service reporting and deep understanding of service levels; both current and historic

Customer Service Lead Resume Examples & Samples

Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals
Directs customer service team toward achievement of operational goals
Oversees personnel needs of the department including coaching, training, and evaluating employee performance
High school diploma or G.E.D., and a minimum of one year call center experience is required
Associate's Degree, or equivalent experience, in Management, Business Administration or similar area of study, and four to six years of previous experience is preferred
Ability to work in and/or back-up all incoming call queues
Ability to cross train and develop CSR’s
Ability to perform IBC, Account Retention, Builders Desk and Dispatch support functions
Excellent verbal, written and analytical skills
Typing and computer skills – MS Office
Ability to multitask and to react well under pressure and treats others with respect
Adapts and able to deal with frequent changes in the work environment. Flexibility is a MUST

Customer Service Lead Resume Examples & Samples

Coordinate, supervise and accountable for the daily/weekly/monthly activities of team members
Provide coaching and feedback to team members, including formal corrective action
Conduct annual performance reviews for team members
Manage a group both domestic and offshore team members
Mostly interact with Long Term Service Support providers

Customer Service Lead Position Resume Examples & Samples

Lead by example creating a strong ethos of customer service throughout the team
Maximise customer satisfaction results (NPS) through regular customer engagement and the highest levels of centre standards
Handle customer concerns, coordinating questions through to prompt resolution with the Global Service Centre (GSC) team on behalf of the customers
Hold regular community events in your centre
Ensure that all daily service charges are captured and entered into the billing system on a daily basis
Proven success in self lead generation and business development
Commercial, highly results driven
Previous P&L exposure
Ability to perform work accurately and thoroughly
A desire and passion to beat the competition and win

Customer Service Lead Resume Examples & Samples

Monitoring of sales activities and productivity levels to maximize sales productivity
Maintaining professional relationships with clients and/or customers
Maintain current product knowledge, including features and benefits of current program(s)
Maintaining a positive, motivating and high-energy working environment
Training and coaching Customer Service Representatives
Communication via emails, phone, face to face regarding project status
Participating in departmental and company meetings
Two-way communication w/Quality Assurance to identify areas of opportunity
Creating, displaying, and maintaining motivational techniques
Clerical duties including filing, faxing, photocopying and or various administrative duties as assigned
Working knowledge of Microsoft Office, Windows and computer proficiency is required
Leadership abilities, including the ability to supervise the activities of numerous people

Customer Service Lead Resume Examples & Samples

Handles walk-in customer service activities related to E-ZPass, Invoices, and violation inquiries and all duties that a Customer Service Representative performs
Researches and resolves customer issues
Writes and receives correspondence via fax, mail, and email
Processes customer service adjustments, feel reversals, toll adjustments and other reversals/adjustments transactions as needed in the system
Assists in resolution of escalated issues by monitoring, reviewing and resolving issues that are flagged for follow-up in the system
Assists Storefront Supervisor in addressing escalated issues that occur on the call center floor
Assists Storefront Supervisor in providing daily direction and communication to employees to ensure customer are answered in a timely, efficient, and knowledgeable manner. Must be available to employees who experience work-related problems providing appropriate coaching, counseling, direction, and resolution
Knowledgeable in processing transactions and video bills into the system; receiving and processing payments; updating accounts and notices; and opening new accounts
Provides feedback to Storefront Supervisor on issues and/or training opportunities identified through assistance to storefront staff, escalating performance issues, as observed, to the Call Center Supervisor for corrective action as required
Works as a lead of special or on-going projects that are important to area/process improvement
Performs other tasks as assigned
2 years of related work experience
Strong process, analytical and organizational skills
Demonstrated productivity in a team environment, focusing on customer satisfaction
Highly developed sense of integrity and commitment to operational excellence
Effectively communicate via written, verbal, and electronic correspondence
Must possess strong computer skill-sets with emphasis on MS-Office products such as Excel, Access, PowerPoint, and Word are highly desirable
Previous experience as a Call Center supervisor
E-Z Pass Toll Experience in New Hampshire is preferred

Customer Service Lead Representative Resume Examples & Samples

Basic knowledge of FDCPA required
Ability to provide effective training, coaching and mentoring
Ability to work in a team setting and be supportive of the team members
Ability to work successfully in a fast paced environment with frequent interruptions
Internal Candidates: 1-2 years of experience, preferably within the same department. Must have a documented record of above average performance, knowledge, skills and ability
External Candidates: 1-2 years of prior experience as a lead, trainer, or supervisor in a medical/hospital/ insurance related field

Customer Service Lead Resume Examples & Samples

Serves as the first line resource for registration staff. Maintains a thorough knowledge of staff procedures for the purpose of staff coverage
Provides orientation for new employees and offers feedback to supervisor/manager throughout onboarding process. Provides on-going training to employees, maintains training, policy and procedure manuals, and disseminates information to staff
Informs supervisor/manager of any problems or issues pertaining to, but not limited to, registration or scheduling polices or processes

Customer Service Lead Resume Examples & Samples

3+ Years of customer service experience
1-2 years team lead experience in contactcenters preferred
Must be detail and service orientated
Industry pluses: classified listingswebsites, travel websites, online advertising, or B2C websites
Experience with business support softwareapplications such as MS Office (Word, PowerPoint, Excel, Visio, etc.), Adyen,Oracle required
Working knowledge of Salesforce and WFM toolsstrongly preferred
Strong verbal and written communication skillsare a must
Good people and interpersonal skills to buildeffective relationships with all levels of professionals
Ability to plan well and prioritize work
Good decision-making, IT, andcross-departmental communication skills

Customer Service Lead Resume Examples & Samples

Maximize company sales growth and profitability by increasing sales and resolving critical customer service issues in order to deliver an engaged experience to every customer, every time
Act as the liaison between the customer and the customer service associate, sales associate and sales manager
Identify and coach sales associates and customer service associates on appropriate internal and receipt notes, sales skills and recovery options
Provide specific feedback about performance directly to associates and share observations with the sales manager
Lead the customer service associates and conduct regular developmental conversations and meetings, as directed by the sales manager
Coach customer service associates on exceptional sales performance
Assist with the training of new and seasonal customer service associates at the time of hire and ongoing
Oversee an effective communication system to ensure all orders/issues are followed up on within a timely manner
Maintain an awareness of all product information, intranet communications, and current advertising and marketing initiatives and communicate all pertinent information to store associates
Maintain an awareness of all available resources, including customer service standards and guidelines, as well as additional furniture resources, as applicable
Oversee and monitor essential financial reports
Communicate the options and parameters for resolving issues to customers, customer service associates and/or sales associates
Follow up with resolved customer issues in writing for those difficult and/or complex situations
Manage the follow up process to customers, and respond to customers within the time frame promised
Communicate on a regular basis with the sales manager concerning all aspects of customer service issues
Communicate effectively and efficiently with all company associates in both written and verbal form
Actively lead weekly customer service meetings, and general office meetings to maintain an awareness of current customer service issues
Participate in ongoing training regarding technology upgrades and new systems
Customer service or management experience preferred
Excellent communication and strong problem solving skills
Telephone presence and interpersonal skills
Data entry and basic math skills
Must be available to work a flexible schedule including weekends and holidays
Experience in a call center environment analyzing and solving escalated and intricate situations preferred

Customer Service Lead-contact Center Resume Examples & Samples

Monitor contact center performance to ensure department standards for resolution and answer timeframes are met. Assign and realign resources as well as alert management team as needed
Handle escalated calls when a customer requests to speak with a supervisor
Escalate unresolved customer related issues as well as contact center representative issues to supervisor/manager when needed
Review and accurately research and resolve Customer Service tickets within department guidelines
Assign non-phone activity to the floor as needed
Minimum 2-3 years experience in a Call Center/Customer Service environment in a lead/supervisory role
Ability to analyze, organize and make sound decisions and knowledgeable recommendations
Ability to multi-task in a fast pace environment
Familiarity with web chat and social media
Bachelors or Associate degree preferred
Strong computer skills including Microsoft Outlook email system, Word, and Excel
Outstanding listening, interpersonal, written and verbal communication skills
Ability to handle customer inquiries and complaints as well as the ability to diffuse situations with a calm and methodical manner
Ability to multi-task, analyze, organize, and make sound decisions and knowledgeable recommendations
Proficient in time management and ability to prioritize critical tasks as well as delegate appropriately
Ability to work independently with minimal direction

Customer Service Lead Resume Examples & Samples

Train, motivate, and retain quality Customer Service Representatives
Lead and assist the team through a customer centric focus with a sales friendly attitude
Effectively communicate with the employees by monitoring the numerous functions of the phone system
Utilize the self-discovery and coaching model
Monitor and review performance while providing feedback in a professional and timely manner
Ensure compliance with customer service standards and PCI requirements
Communicate new promotions, pricing and policies, and ensure all CSR’s are providing accurate information to customers on a consistent basis
Partner with key internal departments(Ex. PM Team, Planning, Accounting etc.) to resolve customer issues, while maintaining the optimal customer service experience
Set expectations and hold CSR’s accountable
Assist Customer Service Representatives and Senior CSR’s with achieving personal and team goals
Ensure that customers questions and problems are resolved properly and quickly
Support and promote all company and departmental service and quality initiatives
Provide management with consistent feedback concerning CSR’s performance
Define, develop, and refine call center training and review processes and procedures
Manage customer files and make updates as necessary
Independently resolve common issues and collect detailed information to aid in decision making
Display proficiency in all call center operating systems and procedures
High school diploma or equivalent required; Associates or Bachelor’s degree in Business or other related field preferred
1-3+ year(s) of supervisory experience required, preferably in telesales, retail or hospitality industries
Proficient use of Microsoft Office programs including Word, Excel and Outlook, and other Windows based applications
Ability to handle sensitive and confidential information and situations
Unquestionable integrity and a team player with a proven track record of winning the trust and confidence and trust of colleagues
Demonstrated successful sales history in a results-oriented culture
Ability to listen and communicate effectively with staff, as well as all levels of management
Ability to gather and summarize data, find solutions, and prioritize work
Must have great motivational skills and proven ability to coach and develop personnel
Motivated to perform repetitive actions with a strong work ethic
Must have strong follow-up skills
Strong time management, planning, organizational and critical thinking skills
Ability to adapt to a fast-paced and changing work environment
Ability to handle multiple functions at one time while paying strict attention to detail and deadlines
Professional manner, appearance, and dress
Houston, Texas area resident
Ability to pass a thorough background check

Customer Service Lead-malaysia & Singapore Resume Examples & Samples

Lead the onsite Managed Services team members in Malaysia and support engineers in Singapore in daily operations related to End User Computing
Monitor and resolve daily incidents (SRQ), request (RQI) and change (CHT) tasks
Coordinate planned and ad-hoc projects and assignments with team members and relevant parties involved (e.g. Stock count exercise, technology upgrade, etc.)
Coordinate with internal and external second / third level support teams in resolving incidents
Coordinate with external vendors or suppliers in delivering requested IT services
Review the SLA/SLO performance with service providers prior to regular discussions with Information Services team
Ensure all EUC staff are well equipped with the necessary knowledge to provide run and support to users
Conduct new Information Services orientation and briefing (if any)
Coordinate with service providers on resource availability, leave and replacements to ensure that EUC support is continuously provided to users
Perform research and analysis on new technology to cater for and improve user experience

Customer Service Lead Resume Examples & Samples

Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the After Selling, Returns, Cash lanes, Home Deliver, Handout and Car Loader Area
Monitors SAMS Precision and follows up, working to resolve customer issues as quickly and efficiently as possible
Secures accurate money handling (voids, price overrides, etc.) and oversees money handling security routines
Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions
Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements
Ensures co-workers' competence on system knowledge (SAMS, ISELL, IPOS, COGNOS, etc.) and keeps the work areas efficiently equipped and effectively covered at all times during operating hours
Conveys the IKEA values and nurtures a strong IKEA culture that inspires and empowers co-workers to extraordinary achievements
Minimum of 3 years experience in retail selling
Understanding of what excellent customer service looks like
Ability to prioritize and organize my work and the work of others in order to make the most efficient use of time available
Ability to inspire and effect change
Knowledge of basic math and formulas
Knowledge of appropriate business practices and procedures
Knowledge of cash handling procedures
Knowledge of local market and competition in order to support innovative methods of meeting and/or exceeding business priorities
Knowledge of computers and computer functionality
Knowledge and understanding of customer service standards, routines, and best practices
Knowledge of customer traffic flow patters
Knowledge of home furnishings
Knowledge of appropriate office practices and procedures
Knowledge of applicable policies, laws and regulations
Knowledge of products and services
Knowledge of merchandise return standards
Knowledge of spreadsheets
Knowledge of store opening and closing procedures
Knowledge of Microsoft Office Suite

Customer Service Lead Resume Examples & Samples

Greet patients and other clinic visitors with respect and consideration
Answer all incoming telephone calls and route them to the appropriate department and/or personnel
Direct, train, and oversee the customer service representative team on daily performance and providing excellent customer service to patients and employees
Supervise the customer service representative team and lead by example when providing customer service and is aligned with EVCHC’s mission and core values
Assist in identifying the reason for calls and respond accordingly
Schedule, reschedule, confirm, or cancel appointments by phone and in person
Confirm returning patient demographics
Record and relay messages to appropriate personnel
Distribute incoming mail
Prepare outgoing mail for pick-up
Cashier responsibilities for all patients
Other job duties as assigned
Professional office appearance is required
Prior HealthCare experience a must
Minimum 2 years of Customer Service experience
Excellent customer service skills including good phone manners to care for patients and guests on a continual basis
Bilingual in English and Spanish preferred but not required
Good language and communication skills
Patient relations and interpersonal skills required
Work requires periods of standing, sitting, lifting, turning, twisting, walking, pushing, pulling, reaching, speaking, hearing, seeing and ability to articulate clearly, use of hands to finger, reaching with hands and arms
Ability to stand, sit, stoop, kneel, and bend in order to speak to patients
Ability to write notes, treatment plan comments, track records and reports
Ability to work productively in a small office space used by multiple employees
Ability to respond appropriately to staff and patients with regard to their medical needs; must communicate patient complaints to providers and issue final instruction and patient education as directed by the medical provider

Customer Service Lead, Retail Resume Examples & Samples

Manage Customer Service Representatives (CSR’s)
A High School Diploma or GED
A minimum of five years of customer service experience
EDI order transmission experience (understanding of business flow, errors, etc.)
Solid interpersonal and analytical skills
Strong skills using MS Word, Excel (pivot tables and analysis) and Outlook
The ability to make rapid and productive decisions in a fast-paced environment
The ability to escalate as required and have a high level of responsiveness
Ability to work overtime or occasionally on weekends with short notice
Must be eligible to work in the United States for any employer

Customer Service Lead Resume Examples & Samples

Provide processing support for complex Customer Services issues on multiple systems
In the absence of management, redistribute incoming work to ensure all department Service Level Agreements are met
Respond to escalated issues referred from other Customer Service Associates through prompt analysis and final resolution
Analyze and resolve complex issues from system generated reports
Perform quality audits of other Customer Service Associates completed work and communicate audit results to supervisors
Collaborate with third party system administrators to troubleshoot and resolve system related issues on the various equipment and software used in department activities
Work closely with the department trainer to provide assistance as needed for individual associate training, presentations in department meetings, procedure documentation, etc

Customer Service Lead / Supervisor Resume Examples & Samples

Under the Customer Service Manager, this position leads & supervises the Customer Service team in your location across three offices
Facilitate sales skills training & development, hard goods technical training and weekly meetings with the team to ensure they are up-to-date on all system & company procedures
Remain current on all hard goods technical training to be able to immediately respond to customers’ questions over the phone as well as relay any Shimano warranty issues to the team
Be the go to person to manage any customer complaints with the ability to professionally represent and convey company policies and procedures to staff and customers
Partner with the credit and DC teams daily and be the liaison to communicate any shipping delays to the team
Review phone service levels and ensure all staff members are accomplishing intended results
Identify areas of opportunities to improve team Shimano business practices (system issues, process issues, staff issues, etc.) and work to create and implement processes that will solve those issues
Work in conjunction with the CS Manager to implement any new CRM/COD solutions and keep staff up to date on training
Responsible for creating a training schedule for new hires and keeping them on track to be prepared to answer phones in a 4-5 week time period
Conduct mid-year and year-end review of the territory sales leads in your location
Alert departments if and when the B2B site is not functioning, orders are not shipped or when customers are unable to get in contact with credit and accounting team
Be a part of the interview process of candidates and assist with the hiring decision process
Understand the phone reporting system and be able to pull weekly phone data that will be presented to the senior management team on a weekly basis
Demonstrated capability to be the point person in resolving difficult issues that arise
3-5 years’ experience, preferably in the cycling industry in either inside or outside sales or customer service background
Demonstrated knowledge of employee training and development, performance management, scheduling and conflict management
Demonstrated knowledge of Shimano & Pearl iZUMi products and be able to trouble shoot any warranty issues that might occur with independent bike dealers
Very detail oriented and able to help analyze call data, establishing metrics and ensuring team is giving best customer support possible
Proficiency using Microsoft Office - Word, Excel, PowerPoint, and Outlook
Clear written and verbal communication skills are necessary
Works well in a team environment
Ability to maintain confidential information and analyze data to resolve issues quickly and professionally
Ability to organize and prioritize work effectively
Ability to communicate and overcome barriers while meeting deadlines

Retail Customer Service Lead Resume Examples & Samples

Assist in the delegation of work by providing clear, concise direction to Outfitters and following up to ensure proper execution
Support the Manager with motivating, engaging, coaching and training fellow Outfitters
Lead a team of 3 to 5 Outfitters in the department
Provide legendary customer service every time by assisting customers in making buying decisions and identifying or evaluating customers’ needs and making recommendations based off of this analysis
Promote Cabela's programs, including In Store Pick-Up and Voice of the Customer
Use current POS and SAP systems to accurately and appropriately complete customer transactions following all policies, including those requiring checking for identification and age requirements
Process returns and other special orders such as holds and outdoor licensing
Assist with weekly and monthly auditing of licenses, holds, returns and gift cards
Ensure visual presentation standards are met by up-keep and maintenance including, but not limited to, in-store signage, merchandise recovery/front facing, restocking, remerchandising, dusting, and vacuuming sales floor as needed
Respond to and handle customer issues by using good judgment, logic in solving problems and making decisions within the job scope and
Assist in other areas of the store when needed
Experience in Retail or Sales, specifically with processing cash, credit and debit transactions
Must be able to obtain a Firearms Possession and Acquisition License (PAL)
Must be able to stand and walk for long periods of time
1 or more years of supervisory experience in Sales or Service environment would be considered an asset
Passion for the outdoor lifestyle
Demonstrated ability to take initiative and action quickly
Excellent problem solving and critical thinking skills
Passion for customer service

Customer Service Lead Resume Examples & Samples

Exceptional ability in implementing multiple assignments
Flexible and adapt well to changing organizational needs
Excellent phone etiquette
Experience in a fast-paced environment

Associate Customer Service Lead Resume Examples & Samples

Proving quoting support including the use of appropriate terms and conditions, adherence to pricing guidelines with appropriate escalation when warranted
Process customer product, software and service orders in an accurate and timely manner along with customer notification and document storage
Update database, spreadsheets, and files with information on customers and shipments
Ensure timely contract close-out, extensions and renewals
Coordinate return of products with customers generated by technical support team , end of rental period and trade-in requirements
Ensure signed contracts are communicated to all relevant parties to provide awareness and visibility along with interpretation support and archive adherence
Valuation of lost or stolen equipment and valuation of rental equipment not returned or for customer purchase
Create and distribute routine reports in a timely and accurate manner
Maintain supply levels of department materials
3 years administrative experience
Proficient in Microsoft Word, Excel, Outlook, and Sales Force
5 years administrative experience preferred
Experience entering data into Microsoft Access
Very detail-oriented
Able to manage multiple projects
Customer-centric

In-store Customer Service Lead Resume Examples & Samples

High school diploma or general education degree (GED)
1 Year of supervisory or managerial experience
Familiarity with standard branch technology and teller equipment

Customer Service Lead Resume Examples & Samples

Supervisory experience is preferred but not required
Parking industry experience is required
Must be open to feedback, differing opinions and other points of view
Demonstrates the ability to seek improvement
Excellent teambuilding and interpersonal skills

Customer Service Lead Resume Examples & Samples

Support a team of representatives in accordance with company protocols
Assist the supervisor to ensure that Representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality. Work with their Supervisor in managing daily work assignments and workflow
Participate in handling of escalated calls, and document and track call types to identify trends and opportunities for performance improvement
Participate in the resolution of complicated customer concerns, interacting with other teams and departments to facilitate and expedite resolutions of issues
Daily supervision of outbound and inbound calls; daily management of service levels of all customer service email boxes, faxes and correspondence
Resolve escalated customer complaints and address department inquiries
Participate in special assignments; serve as committee or team member on various projects
Overtime may be required to support customer service levels and special projects
Strong interpersonal skills with the ability to work effectively with individuals at all levels
Ability to effectively negotiate and resolve issues and conflicts for internal and external customers
Flexible team player with ability to function and adapt to a dynamic environment
Strong proficiency with Internet, Windows-based PC, intermediate to advanced skills and understanding of and Microsoft Word and Excel
Oracle Experience and Avaya a plus
Experience in ACD systems and scheduling software
Bachelor's degree or equivalent years of experience in related field
Minimum 2 years experience in a fast-paced inbound / outbound customer service environment or sales environment
Accountable
Communicative
Customer Centric
Knowledgeable
Team Oriented

Customer Service Lead Resume Examples & Samples

A minimum of one year supervisory experience
Bilingual Required (English, Spanish, German, French, Italian)
Must possess strong and creative problem solving skills
Proven people management experience is essential with the ability to coach, mentor and motivate
Working knowledge of Windows XP operating systems, proficiency in MS Outlook, Word and Excel
Ability to type a minimum of 35 wpm
May have to work a flexible schedule to accommodate business needs
Basic knowledge of ATM models
Must be able to successfully pass all applicable background screening tests

Region Customer Service Lead-manitoba Resume Examples & Samples

55% People Leadership
Leads and provides support for up to 18 CSAs, including talent selection, training and onboarding, in collaboration with the Location Operations Manager
Ensures performance goals and development plans are implemented
Provides everyday coaching, mentoring, and performance management
Supports, manages and monitors CSA work capacity and balances workload as needed
20% Customer Service Administration
Ensures the accuracy and integrity of daily processing of Customer facing focused transactions for both Grain and Crop Inputs product lines
Ensures a standardized approach on execution of administrative transactions within the region
Establishes and monitors key metrics and productivity results against regional targets
Manages the effective coordination of administrative processing between the location and the Regional Service Centre
Supports the development of administrative procedures and processes, participating in system enhancements and testing
Coordinates with the Location Operations Managers, scheduling of CSAs vacation and seasonal needs to ensure high level of customer service is maintained
Support the development and continuous improvement of administrative processes, trend analysis and staffing analysis
15% Collaborate on Customer Solutions Strategies
Partners closely with the Regional Sales Leaders and Location Operations Managers to ensure alignment and understanding of strategic initiatives, and processes to allow for a positive customer experience, and efficient, effective downstream administrative processing
Executes customer solution strategies from an administrative perspective, ensuring alignment with Accounting & Finance, and Product Lines on processes, required controls and financial impacts
10% Internal Control and Compliance
Supports the internal control environment and the total compliance of all its operations and services with internal and external (but not limited to) reconciliations, financial reporting, value preservation, guiding principles, etc
Bachelors degree and 3 years business experience or 4+ years equivalent experience
Demonstrated commitment to customer service
Demonstrated principled leadership and sound business ethics as outlined in Cargill’s Leadership Model and Guiding Principles
Demonstrated high levels of interpersonal communciation, written and verbal communication, and documentation skills
Proven commitment to internal control
Demonstrated strong organizational and prioritization skills with ability to set goals for a team
Proven ability to deal effectively with change
Proven strong decision making, strong problem solving and resolution skills
Demonstrated ability to collaborate
Ability to make frequent trips to various locations in the region
Demonstrated profficiency of MS Office, Word, Excel PowerPoint & Outlook
Demonstrated initiative, analytical, problem solving, and decision-making skills with a strong focus on continuous improvement

Customer Service Lead-international Resume Examples & Samples

Lead a high-quality work environment so team members are motivated to perform at their highest level
Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Writes and administers performance reviews for skill improvement for each direct report
Provide metrics, performance feedback, and coaching on a regular basis to each team member
Ensure team has appropriate training and other resources to perform their jobs
Work as a member/leader of special or ongoing projects that are important to team/process improvement
Coordinate the processing of international order entry and execution of orders from customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products
Interface with all international partners: freight forwarders, brokers, and customs contacts to ensure compliance on international systems
Ensure fax, email, and written mail orders are addressed within 24 hours
Ensure discrepancy claims are reported, researched, and provide appropriate follow-up
Maintain familiarity with current sales specials and assist customers with promotional orders
Maintain familiarity with product lines to assist customers in placing orders and provide information on all Bible, book, audio, DVD, digital, and Bible Cover publications
Research chargeback claims, provide Proof of Deliveries (POD), etc
Manage backorder maintenance and generate pick-up tags for returns
Provide accurate customer feedback regarding products and services
Communicate effectively with internal and external customers and customer support staff
Provide assistance/support to other areas of the business
3-5 years prior customer service experience, required
2 or more years’ prior supervisory experience, required
Experience with international shipping (freight forwarders, brokers, and customs), preferred
Bilingual (English/Spanish), required
Experience with a multi-line phone system
Computer skills, Microsoft Office Microsoft Excel (Intermediate)
Experience with JD Edwards Enterprise One, preferred

Customer Service Lead Resume Examples & Samples

Drive customer retention through great service and focused customer engagement
Ensure your customers are invoiced accurately and payments are collected on time
Serve as the primary backup for the Area or General Manager including (as needed) conducting customer needs analysis meetings, and taking customers on tours
Support new company initiatives, including the implementation of new tools and systems to improve efficiency
Ensure that the centre is ‘show ready’ at all times
Ability to communicate effectively and professionally in both local language and English (written and oral)

Customer Service Lead Resume Examples & Samples

Provides feedback to supervisor/manager for Annual Performance Reviews
Assists in overseeing daily work output to include adjustment of break periods as needed, controls periods of non-productivity and ensures daily operational goals are met
Exhibits flexibility and adaptability to meet the needs of customers, operational team, and leadership team
Serves as point person for software and process questions or concerns. In conjunction with Supervisor or Manager, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff
Other duties as assigned by supervisor/manager
Assists with interview processes of potential employees
Assists with any special projects as assigned
Assists or compiles information for applicable management reports
One (1) year experience as a Customer Service Specialist
One (1) year experience in Revenue Cycle in a Hospital/Medical Office setting
A health care provider in good standing with Medicare, Medicaid, and other federal and state health insurance programs, i.e. not excluded from participation in Medicare, Medicaid or any other federal or state health insurance program

Customer Service Lead Resume Examples & Samples

Monitor progress of assigned work and call volumes
Answers questions from group and assists in determining how to resolve problems
Works closely with team to accomplish goals and objectives
Prepares required reports and logs
Ensures company policies and procedures are followed, and other duties as assigned
Works to foster positive relationships
Ideal candidate will possess 1-2 years customer service experience
Ideal candidate will possess 1-3 years of supervisory experience
Must meet blue pumpkin standards
Experience with Microsoft Office Applications
Demonstrated excellent organizational skills
Demonstrated ability to multi-task
Ability to motivate teams
Demonstrated ability to present solutions to problems
Must have excellent oral and written communication skills and be a good listener
Provide friendly and confident service to customer
Demonstrated self starter

UGE Customer Service Lead Resume Examples & Samples

Authorize time and attendance exceptions
Greet customers
Previous service related experience helpful (retail, hospitality, etc.)

CB Customer Service Lead Resume Examples & Samples

Focus on meeting the customer’s expectations by utilizing all resolution options
Maintain the hold and transfer shelves
Support sales staff by assisting with all aspects of the sales process
Ensure full understanding of all products and have a continued awareness of the most current information available
Work with vendors regarding return and repair authorization and chargebacks
Microsoft Office Suite (Word, Excel)
Ability to move and/or lift up to 50 lbs; heavier merchandise with team assist

Customer Service Lead Resume Examples & Samples

Provide Customer Service support for all India Seeds-Veg & FC customers based on the request of Sales Team. Manage all customers including farmers end to end support on queries/ compalints/ Pos/ bills clearances
Support in Customer Service for all Sales related queries from external customers and manage all accounts with Liasion with respective functions
All India Customers Seeds Order Management- Creating Sales and Return Orders for all India Seeds-Veg & FC customers based on the request of Sales Team, check proper approval of sales team, CU Head & FBP for Return Orders, Coordinate for Open Orders with concern sales team & C&F, Closing open orders on timely basis, Manage overall order flow and Support for order processing till invoicing, Remove block for Rebate & Return order as confirmed by AR Team. Perform various testing for new enhancement organization structure changes for implementation of DMS project
DMS failed PO management- Track DMS Failed PO for Seeds and CP, coordinate with respective Sales Team, Support Team, AR Team & MDM Team and take Corrective actions. Send DMS reports to support team on timely basis
Seeds Customer care Service - Toll free number calls handling – Attends All India Seeds Farmers/Customers calls, inform query/ complaints respective sales team on mail and follow-up with team to ensure for smooth closure of the queries /complaints , Sends reminders on open queries to RSM, ZSM & CU Head to close the same
Customer Complaint Settlement Processing- All CU's Customer Complaint Settlement Document Verification as per SOP, Co- ordinate with Sales Team for pending documents, Seek all stake holders approvals, Issue Complaint Settlement Letter, Keep the document’s in records for Audit purpose, Manage- SOP documents in Reliance ETQ tool, Send fortnightly ETQ report to WC-1 CU Head
Strong co-ordination with other employees in the commercial unit for effective business delivery
Any other responsibilities as assigned by senior managers from time to time including Country/CU projects
Sales and Marketing principles, particularly around agri-customers, marketing know-how, financial transactions
Understanding of agri and rural marketing concepts and methods
Proven track record in in Customer service sales (minimum 4-5 years)
Proven track record in being a good team player and team management skills
Strong ability to understand customer needs, structure and business drivers
Influencing capability of stakeholders
Handling pressure of multiple customer coordinations in various regions of the CU
Communicates with impact
Focuses on customers
Collaborates across boundaries

Customer Service Lead Resume Examples & Samples

2 – 4 years Customer Service and Sales experience
Effective communicator, comfortable interacting with customers and internal partners in a professional manner in person and via the internet
Must be computer literate and able to learn required software programs including NetSuite and SAP

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