Customer Service Team Lead

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Customer Care Team LeadCustomer Care Team Lead
FilterEasy · Full-timeFilterEasy · Full-time
Feb 2023 – Present · 8 mosFeb 2023 – Present · 8 mos
Manage the CRM ticket queue, ensuring efficient handling of customer inquiries and issues.
Report emergent problems and trends around Second Nature/FilterEasy products and services, enabling timely resolutions and process improvements.
Monitor and ensure full coverage of the phone system, optimizing team availability for customer support.
Advocate for customer and team needs with management, effectively balancing organizational objectives and customer satisfaction.
Act as a subject matter expert, providing guidance and support for complex inquiries.
Perform quality reviews of associate interactions, offering constructive feedback to improve performance.
Maintain and update knowledge base articles, enhancing the team’s efficiency and effectiveness.
Support Second Nature Salesforce inquiries from associates, ensuring accurate and timely responses.
Implement and participate in data projects as needed, contributing to data-driven decision-making processes.
Provide administrative support as needed, ensuring smooth operations within the team.
Substitute for staff, resolving tickets and covering phone shifts as needed, maintaining consistent service levels.
Settle billing disputes using Stripe, demonstrating strong problem-solving and negotiation skills.

Engineer quality assurance metrics for Customer Care department
Per metric reporting, exceeded key performance indicators on phones by providing excellent customer service with a high satisfaction rating via phone Balance working with management to advocate for customers needs alongside company needs
Mindful devotion to boosting morale within customer care department by notably praising team on accomplishments
Collaborate with account management teams to ensure 1000+ multi- family property management companies receive expertise, technology and service via SNAdmin, Salesforce, and Zendesk
Execute platform for monthly metrics for customer care department along with presenting presentations to COO

Demonstrated change management capability, customer focus, and a high level of integrity.
Excelled and trained on computer-based systems, including SAP, CCT, DX, proxy for Atellica Support, and Microsoft Office platforms.
Showed empathy and equanimity while offering alternatives to resolve complex customer issues.
Mentored new hire training group during onboarding orientation, fostering a supportive and collaborative learning environment.

Provided excellent customer service in person and by answering the phones courteously and promptly
Worked effectively with team members to ensure the selling floor, cash wrap and stockroom were to company standards for cleanliness and organization

Processed double the daily goals and maintained top five agent status throughout employment.
Trained new agents on multiple systems.