As the Customer Service Lead, you will take ownership of the customer experience and the success of our team. Your primary focus will be to lead and manage a team of representatives, providing the necessary guidance and training to maintain high service delivery standards. You will serve as the primary point of contact for all escalated customer inquiries across phone, email, chat, and social media, ensuring timely and effective resolution. This role requires you to monitor team performance, set measurable goals, and utilize customer service software and CRM systems to manage interactions and track essential metrics. Finally, you will collaborate closely with sales, marketing, and product teams to resolve complex issues and provide valuable feedback that enhances our products and processes.
salary: $58,240 - $62,400 per year
shift: First
work hours: 8 AM - 4:30 PM
education: Bachelors
Responsibilities
· Lead and manage a team of customer service representatives, providing guidance,
training, and mentorship to ensure a high level of service delivery.
· Monitor team performance, set measurable goals and targets, and conduct regular
performance evaluations.
· Serve as the primary point of contact for escalated customer inquiries or complaints,
ensuring timely and effective resolution.
· Handle and prioritize customer interactions and support across multiple channels,
including phone, email, chat, and social media.
· Utilize customer service software and tools to manage and track customer inquiries,
support tickets, and response times.
· Collaborate closely with cross-functional teams, such as sales, marketing, and product
development, to address customer concerns and provide valuable feedback for
improvement.
· Stay up-to-date with product knowledge, industry trends, and customer preferences to
proactively identify opportunities for enhancing the customer experience.
· Create customer service metrics and data to identify trends, track team performance.
· Ensure compliance with company policies and procedures, including privacy
regulations and data protection measures.
· Foster a positive and collaborative team environment, promoting a culture of
excellence, teamwork, and continuous learning.
Skills
Qualifications
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
