other
Posted Apr 28Customer Service Lead
at TransPerfect
Us El Paso, United StatesOn-site
Responsibilities
- Responsible for scheduling CSR's for adequate and effective shift coverage.
Requirements
- Provides continuing training to CSR's in the areas of customer service, communication, system operations, and other topics as directed by CSR performance levels.
- experience required: Bachelor’s degree preferred, or a High School Graduate and a minimum 2 years customer service experience.
- Ability to deal with customers from diverse backgrounds.
- Excellent computer skills with quick and accurate typing skills.
- Quality Customer Service Skills Multi-tasking skills with an ability to meet established deadlines.
- Ability to develop and motivate a team.
Benefits
- TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.
Additional details
- TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that.
- Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.
- The Customer Service Lead assists in supervising Customer Service Representatives during and in absence of the Customer Service Supervisor and performs hands on duties.
- The Lead assists the Supervisor with development, staffing, training, and scheduling.
- The Lead works to ensure that customer support to include general billing inquiries, complaint resolution, routing of calls to appropriate departments and third party problem solving are handled correctly and to the client’s satisfaction.
- Performs as a Customer Service Representative as a regular part of their duties.
- Remains in on-call status as necessary, or directed, to insure adequate support and availability for 2nd level support; works rotating schedules as necessary.
- Provide daily direction and communication to CSR's so that customer service calls are answered in a timely, efficient and knowledgeable manner.
- Conducts periodic performance evaluations to determine CSR's abilities to communicate, provide information, problem solve, process inquiries, operate communication systems, make decisions regarding calls, and problem solve.
- Conducts coaching sessions with CSR's as appropriate.