Customer Support Team Lead
J-Curve Technologies, United States
Job Description
Are you a self-starter, who likes working in a fast-paced environment for a growing company? Are you looking for an employer that stresses cooperation and a harmonious work environment? Then, J-Curve Technologies wants to talk to you! We are currently accepting applications from the Phoenix metro area only, this position is not remote.
A privately held Arizona-based organization, is an award-winning premier outsourcer of shared technical, customer support and enterprise level help desk services. We are committed to the ongoing development of our valued employees, and we offer candidates the opportunity to work with talented colleagues in a positive, team-oriented, and informal environment with opportunities for learning and growth.
Position Overview
Possessing excellent customer relationship skills and a proven record of team achievement, the J-Curve Technologies Team Lead is responsible for and assists leadership in achieving team performance goals and service level expectations. The successful candidate is focused on the accomplishment of daily team activities and acts as a resource to team members to ensure efficient and consistent team operations within a dynamic and tech-enabled environment.
Requirements
- Minimum of 4-6 years of customer service experience, preferably in a contact center environment
- Minimum of 1-2 years of Management experience
- Full-time with schedule flexibility
Knowledge, skills and abilities:
- Exceptional interpersonal written and oral communication skills with a proven track record of quickly building credibility both internally and externally
- Effective data analysis and interpretation skills
- Strong attention to detail, decision making, and analytical problem-solving skills
- Ability to communicate proactively to peers and leadership
- Ability to operate in fast-paced, deadline driven, and dynamic environment while managing multiple tasks and priorities
- Strong customer service background, preferably with prior contact center experience
- Full-time with schedule flexibility
- Ability to work both in a team environment and independently
- Positive attitude
- Personable, empathetic individual who enjoys working with people and can handle high-stress situations with grace
- Experience using Zendesk or other CRM or customer service applications
- Strong knowledge of Gmail, Google Docs, Google Sheets, and Microsoft Office
- Precise and Strategic thinker
- Thinking outside of the box
- ·Desire to continuously improve operations, processes, and procedures
Essential Job Functions
- Maintain and promote a customer-centric mindset and attitude
- Maintain a high level of knowledge and performance for all client requirements, processes, and procedures within support scope
- Manage efficient operations and oversee workforce management activities
- Utilize analytics, operational reports, and tools to monitor and measure staff performance
- Manage escalated customer situations
- Oversee effective communication with the client, team members, and leadership
- Generate and utilize daily operational reporting
- Contribute to process and workflow improvements
- Participate in staff recruiting and onboarding activities
- Manage mentoring and coaching of team members for operational expectations
- Create and update internal resources, as required, such as Knowledge Base articles and J
Benefits
We have full-time positions available with a starting pay rate of $16.00 per hour with incentives. Full-time employees enjoy a comprehensive benefit package that includes medical, dental, and vision insurance along with life and disability benefits. We also offer a 401(k) plan, paid holidays, and Vacation/Sick time.
We are centrally located our main cross streets are 52nd Street and I10 in Tempe, AZ.
We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
COVID-19 considerations:
The health and welfare of our employees is our top priority. We practice social distancing, extra cleaning measures have been implemented and masks are required.