Team Lead, Customer Care- Johnston & Murphy

Job Summary

To provide quality and efficient customer service to J&M customers by handling front line interactions as well as, leading a team of contact center agents.

Job Responsibilities

• Assists customers through phone, email, or chat approx. 60% of weekly schedule
• 40% of weekly schedule dedicated to managing team performance
• Assists the manager with daily operation of the call center to include staff development, training, maintaining service levels and recognition.
• Responsible for directly managing an assigned group within the call center
• Monitor team to ensure correct processes are followed and accurate information is provided professionally, courteously and consistently.

• Assist with the resolution of customer service escalated issues

• Provide coaching, advice, and guidance in a timely manner to associates.
• One on one trains and mentors newly hired call center agents
• Maintains a comprehensive working knowledge of policies, procedures, products
• Funnel up ideas that can improve efficiency and service to both internal and external customers.
• Other duties as assigned

Job Requirements

• Bachelor's Degree is preferred but not required
• 2+ years of customer service or sales experience in a contact center setting
• Previous supervisory experience preferred
• Adapt at all applicable computer software, i.e., Word & Excel. Strong aptitude to learn new computer programs related to team lead role.
• Ability to quickly learn new software and applications.
• Hours: Monday - Friday between the hours of 7:00am and 7:00pm. Required to supervise the call center team during one Saturday shift of 9:00am - 2:00pm each month. Hours may fluctuate based on business need.