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Customer Service Group Leader

Customer Service Group Leader

UL SolutionsMexico, NY, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Team Leadership & Operations

  • Manage day-to-day workflow, ensuring tasks are assigned, tracked, and completed efficiently.
  • Act as a point of escalation for complex customer issues, providing timely and effective resolutions.
  • Conduct regular one-on-one meetings to support team development and engagement.

Performance & Development

  • Define clear accountabilities and performance objectives for direct reports.
  • Create and implement training plans, ensuring milestones are met and skills are continuously developed.
  • Monitor KPIs and quality metrics, preparing reports and insights for leadership.

    • Customer Experience & Strategy

  • Use CRM tools to manage leads, segment customers, and maintain accurate records.
  • Measure and enhance customer satisfaction through reviews and feedback loops.
  • Identify cross-selling opportunities and define project scopes tailored to customer needs.

    • Innovation & Collaboration

  • Provide actionable insights and suggestions to improve processes and customer journeys.
  • Support digital strategies and omni-channel service delivery (chat, email, phone, social media).
  • Collaborate with sales teams on inbound / outbound calls to generate leads and opportunities.
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    Group Leader • Mexico, NY, US