Customer Service Lead

Customer Service Lead

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.

Job Description

The Customer Service Lead assists in supervising Customer Service Representatives during and in the 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. Lead is usually the first to respond to and provide assistance / resolutions to incidents reported by CSR's.

Position Responsibilities :

• Responsible for scheduling CSR's for adequate and effective shift coverage.
• Performs as a Customer Service Representative as a regular part of their duties.
• Performs 2nd level support for other CSR staff.
• 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.
• Follows up with appropriate departments to ensure customer issues were resolved satisfactorily by CSR's.
• Provides information to continue ongoing development of new systems, procedures, or working practices to improve quality customer service for internal and external customers.
• Develops materials for training and support of CSR's.
• Provides continuing training to CSR's in the areas of customer service, communication, system operations, and other topics as directed by CSR performance levels.
• Addresses disciplinary and / or performance problems according to company policy and procedures. Prepares warnings and communicate effectively with CSR's on warnings and make effective / appropriate decisions relative to corrective action as required.
• Attends scheduled training as required.
• Accomplishes other general tasks as required or necessary.

Essential Skills and Experience Required :

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.