Customer Service Team Lead

Customer Service Team Lead

The Customer Service Team Lead position is a key team member of the online payment support team within Business Operations at i3 Education. This position reports to the VP of Operations and oversees day to day tasks within their team.

The primary function of this position is to oversee on-line payment, customer service representatives support staff, provide leadership, set goals, develop strategy and vision for the team to attain the set goals. The Customer Service Team Lead also provides oversight for the planning, analysis, reporting the standards, policies, and staff development of those team members supervised. This individual should have solid written and verbal soft skills and be proficient on a computer, especially with the Microsoft Office suite. The individual should also have i3 Education solution knowledge as outlined below or equivalent industry knowledge.

Education & Experience: HS diploma and Bachelor's degree from accredited college preferred. Minimum 3+ Years of managerial experience of a team of 8 or more individuals that reported directly to you.

Duties & Responsibilities:

• Demonstrate an excellent quality of support to our customers (customer first approach).
• Embrace a positive team environment.
• Follow company policies and procedures.
• Reviews support ticket reports available through the ticketing system; identifies significant issues as they relate to providing a high level of customer service as defined by the customer service standards set by the Business of Operation leadership for the purpose of providing exceptional customer service that exceeds their expectation.
• Diagnose underlying cause of customer complaints or staff performance issues.
• Evaluate ongoing support issues and look for ways to suggest preventative measures.
• Create and maintain documentation to assist in future problem resolution.
• Maintain and Manage IVR On-line payment phone queues.
• Call escalated (supervisor calls) your responsibility.
• Maintain and manage the on-line payment software service boards.
• Maintain and Manage customer refunds and ACH/CB Collections
• Provide daily and monthly reports with call center metrics to VP of Operations.
• Provide training to new or current team members.
• Attend weekly operational meetings.
• Manages the timecard system for team members.
• Other as directed by the Operations Manager or VP of Operations.

Desired Skills:

• Excellent written and verbal soft skills.
• Ability to train support personnel on our solutions in both a one on one and a large group setting.
• Comfortable on a computer and experience with Microsoft Office.
• Working knowledge of i3 Education solutions.
• Proficient in supporting i3 Education solutions that their team is responsible for.

Distinguishing Features:

An employee in this role provides leadership and vision to the company goals. They also lead support activities on all of the respective products their team is responsible for. This includes troubleshooting issues and training support personnel. The employee should also have the skill set to speak with various levels of the client/district organization, as well as serve as an escalation point for the team. Establishes a foundation of continued growth and maintained success for the company and the team members.