| Customer Service Team Leader |
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| Also referred to as: Customer Care Team Leader, Non-Technical Customer Service Team Leader, Customer Service and Support Team Leader |
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| Requirements and Responsibilities |
| Leads a customer service team that responds to phone, e-mail, or chat non-technical service requests from customers. Responds to and resolves escalated issues and/or unique or complex requests from customers. Monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team's efficiency. Trains and provides support to less experienced team members. May assist manager or supervisor with scheduling. May be authorized to approve special adjustments or exceptions for a customer. May require a bachelor's degree or equivalent. Typically reports to a manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. |
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| Similar Jobs: Technical Customer Support Team Leader, Sales Assistant Team Leader, Customer Service Senior Manager, Customer Service Trainer III, Customer Service Trainer I, Customer Service Manager, Order Picking Team Leader, Customer Service Representative IV, Customer Service Supervisor |
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| Level of Education: Customer Service Team Leader Salaries with a Bachelor's Degree, Customer Service Team Leader Salaries with a Master's Degree or MBA, Customer Service Team Leader Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
