At a Glance
- Tasks: Lead and mentor a dynamic customer service team while enhancing their skills.
- Company: Join Endurance Care Limited, a rapidly growing and award-winning workplace.
- Benefits: Enjoy remote work, competitive pay, paid training, and comprehensive health benefits.
- Other info: Be part of a diverse team that values your growth and contributions.
- Why this job: Make a real impact by shaping the future of customer service.
- Qualifications: 3+ years in customer service and mentoring experience required.
The predicted salary is between 22.5 - 23.5 £ per hour.
A Team Lead Customer Service assists with the growth of the company through new hire training and mentoring, QA audits, live call monitoring and coaching, and assisting with escalations. As the Team Lead, you will ensure that all customer service professionals have a thorough knowledge of the product, procedures, and expectations. You will be considered a resource for the customer service staff. In this role, you will conduct ongoing customer service representative support for all skill levels, including basic phone skills, as well as advanced customer service and retention techniques. We are searching for someone who has a strong desire to learn and coach fellow customer service representatives, can think and react quickly to escalation calls and peer questions, has an inviting personality, and relentlessly maintains a positive and professional attitude.
Key Responsibilities
- Provide additional training to the new hires (or any representative) as needed.
- Live listen and monitor representatives’ calls and coach them during those calls.
- Facilitate interviews for new hires.
- Schedule monthly meetings with the team to discuss any topics that require further training or clarity.
- Complete the evaluations/coaching packages in our CRM system and send them to representatives to review.
- Discuss and review the calls that QA audits with representatives.
- Walk representatives through how to handle an escalated situation.
- Take escalated manager calls for customers requesting a manager/supervisor.
- Holding agents on the team accountable and issuing disciplinary actions as needed.
- Create additional training documents that representatives can use to assist them with certain situations.
- Monitor attendance/timecards to ensure representatives are abiding by company policy.
- Send out daily statistics.
- Schedule individual meetings with representatives to enhance or command performance.
- Perform other duties as assigned by management as business needs arise.
Qualifications
- 3+ years of customer service or retention experience with a proven track record of customer satisfaction.
- 3+ years of experience in teaching or mentoring new hires.
- 3+ years of growth and development with strategic evaluation/KPI planning.
- Bachelor’s Degree in Communication or Business Management (or equivalent experience).
- Proficient with Microsoft PowerPoint, Word, and Excel.
- Ability to motivate, teach, and inspire staff.
- Ability to remain professional and confidential.
- Consistent and reliable attendance is an essential function of this position.
Compensation: $22.50-23.50 per hour
The candidate(s) offered this position will be required to pass a pre-employment background check. Endurance is an E-Verify employer.
PHYSICAL REQUIREMENTS:
- Sitting or standing for extended periods; repetitive motions; use hands to handle equipment or controls; reach with hands and arms; typing on keyboard; viewing computer screen extended periods; speak clearly and hearing.
- Regular use of typical office equipment, computer software, programs, and methods of communication such as a computer, e-mail, phone system, and messaging.
- In a remote work environment, being interactive and communicative with management and co-workers in a visible manner is an essential function of the job. Camera/video usage is required.
- Must be able to lift 25 pounds.
What We Offer
- Paid training
- Work From Home Opportunity
- Computer Equipment Provided
- 401(k) with company match after 90 days of employment
- Medical, Dental, and Vision Insurance
- Voluntary Life Insurance
- Internet Stipend
- Paid Time Off
- Holiday Pay
Endurance Warranty Services is proud to be an equal-opportunity employer. We celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Our differences are what make us better together.
Come accelerate your career with us. We’ll give you the tools you need to succeed at work and the flexibility to enjoy life outside of your job.
Customer Service Team Lead employer: ImmigrationGPT
Puro Search offers an exceptional working environment for Veterinary Surgeons in County Durham, providing a competitive salary of up to £60,000 and a 4-day work week that promotes a healthy work-life balance. With a focus on clinical freedom and career development, employees benefit from excellent training opportunities and the chance to work in an award-winning independent practice that values genuine case continuity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ImmigrationGPT. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ImmigrationGPT before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ImmigrationGPT:Your cover letter is your chance to shine! Tell us why you want to work at ImmigrationGPT specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ImmigrationGPT!
How to prepare for a job interview at ImmigrationGPT
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
