Customer Service Team Leader

Renaissance Electronic ServicesCustomer Success 3-5 Years

Job Description

About You
You’re an engaging, optimistic people leader whose real passion is making those around you better through ongoing motivation and mentorship. People throughout the company gravitate towards you, and you’re energized by putting them in the best position to succeed. You love owning a process and finding ways to improve it by using your team’s experience and any data you can get your hands on. And just like the team that will surround you, you’re always looking to improve our customer’s experience.

What it means to be a Dental Hero:

Be a Customer Fanatic.
Our Dental Heroes build software and offer services that help dentists deliver great patient experiences. We understand to take on this task, our employees need to be happy and healthy, so we offer perks including gym memberships and 4+ weeks of PTO.

Be Open.
While we’ve grown to 150 employees, we maintain the same culture of transparency and communication from our garage startup days. We provide a casual and inclusive environment, along with several interdepartmental teams to drive collaboration.

Be Good.
Indy is a huge part of our DNA, so it’s important for us to give back to our community. We work with local schools and charities, along with doing business locally as much as we can, including Hubbard & Cravens in every breakroom.

Be Curious.
It’s important that our Dental Heroes have the opportunity to grow along with our company. We have internal training programs for our sales and support departments, along with external training opportunities for most departments.

What You’ll Do
Lead and manage a team of high performing customer service agents
Coach, develop, motivate, and mentor individual agents and foster a strong team environment
Identify and craft solutions for gaps in customer experience or process inefficiencies
Take ownership of data-related projects and be the subject matter expert of data to others on the team
Assist the Director with development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs
Assist the team with continuous evaluation of processes and procedures and implementation and sustainment of improvements to gain efficiency and effectiveness
Research and follow up on account or service problems to identify root causes and drive for resolution
Train existing and new employees in topics such as SOPs and necessary skills
Handle escalated customer inquiries

Your Qualifications
5 years of experience in customer service leadership in a call center environment
Proven record of building, maintaining, and leading a high performing team of customer service representatives
Strong Customer Service mentality and problem solving skills
Experience utilizing data from Salesforce or other CRM to make better decisions
Ability to discover, analyze, and communicate information
Coachable, accepts responsibility, goal driven, and flexible in approach

Posted On

May 6, 2019