Summary
The Team Lead for the Client Relations Center oversees frontline client service operations, models service excellence, and supports sales and KPI achievement while acting as a subject matter expert for systems and processes. This role liaises with management, coaches ambassadors, handles escalations, and helps drive clienteling and after sales resolution. The position requires flexibility for holidays and possible travel.
Responsibilities
- Drive sales through professional client interactions across inbound and outbound channels
- Handle customer inquiries via phone, email, chat, and social media
- Manage and resolve escalated contacts in a timely and professional manner
- Coach and monitor team ambassadors on performance and systems use
- Lead after sales inquiries and partner with After Sales teams for exceptional requests
- Partner with management to set, communicate, and monitor team and individual KPIs
- Stay current on product launches, campaigns, and internal processes to support the team
- Assist with special projects such as testing and initiatives supporting CRC operations
- Cultivate client relationships and develop clienteling plans
Requirements
- Bachelor’s degree preferred
- Minimum 2 years experience in a contact center or customer service environment
- Proficient with multiple applications including Microsoft Office
- Experience with Salesforce CRM or comparable email and chat systems; SAP knowledge preferred
- Strong communication, coaching, and problem solving skills
- Ability to lead by example and maintain a professional client oriented demeanor
- Flexibility to work varying hours and holidays and ability to travel as required
- Valid work authorization for employment in the United States
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