The Lead Customer Service Representative is responsible for assisting in day-to-day operations while serving the needs of the company’s customers. The Lead Customer Service Representative will actively promote excellent customer service to every customer or potential customer and is required to display the highest level of professionalism in all customer interactions, both internal and external. 

The Lead Customer Service Representative reports to the Manager of Customer Service or Supervisor of Customer Service as assigned.

ESSENTIAL JOB FUNCTIONS

The Lead Customer Service Representative is accountable for the following items:

• Processing customer escalations, researching difficult issues assigned by supervisors or management; maintaining ownership of all unresolved problems referred to them.
• Assisting internal customers on the floor as well as over the phone in the customer relations queue, including processing inbound and outbound calls based on company needs.
• Assisting supervisors and management in account research, training initiatives, and special projects.
• Provide general support and assistance to internal and external customers, coordinating with the management team as needed.
• Creating a motivational environment for employees to perform work efficiently; persuading, coaching, and creating opportunities for employees.
• Walking the floor to observe the successful job performance of all staff members and bringing all deviations to the attention of a supervisor or manager, as assigned.
• Providing excellent customer service to every customer and potential customer.
• Meeting and/or exceeding customer subscription objectives.
• Maintaining customer database by recording all activities, transactions, and communications with customers in CHR.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;

JOB REQUIREMENTS

Education and Experience

• High school diploma or GED – required
• Minimum of 1 year of customer service experience – required

Other Requirements

• Background record that meets Company standards.
• Reliable means of transportation at all times.
• Excellent work attendance record.
• Present self professionally in appearance and demeanor.
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.

PHYSICAL DEMANDS

Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers.  Light lifting of 25lbs. is occasionally needed.