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Job Description

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

What your day-to-day will look like:

Directly organize and supervise day-to-day operations and activities of a customer service team in order to achieve key performance goals

Support the building and developing of an effective and high-performance team

Maintain daily and weekly statistics for individual direct reports

Analyze department results

Troubleshoot operational problems with delivery teams

Complete team reports as required

Identify and analyze escalated problems and provides guidance to direct reports for resolution

Serve as point of escalation for transactions requiring advance expertise or discernment in order to resolve complex customer issues and ensure timely follow up and customer satisfaction

Pay rate: 20-21/hr and 1.5x for overtime.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

4 years of experience in a customer service role troubleshooting and handling complex transactions with 1-year team lead experience

Strong Experience with Microsoft Office applications with a focus in Excel but also (Word & Outlook)

Experience in a call center environment

Bilingual English/Spanish

Strong customer service skills and the ability to satisfactorily resolve issues

Solid ability to multitask with exceptional organizational skills

Ability to thrive under pressure while delivering solutions that exceed customer expectations null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].