The Customer Service Lead is responsible for assisting j2 Customer Service Technicians with day-to-day operations.
This position also interacts with other groups/teams within j2 to ensure the customer's needs are met.
* Compiles issues for potential escalations and communicates ongoing issues to the Customer Service Management team * Takes the lead in the case of an event (outage) during off peak hours * Delegation of work, tasks and duties during off peak hours * Ensures coverage for phones during breaks and lunches during off peak hours * Provides a consistent, courteous, and positive example for CS Techs * Receives and handles escalated customer calls from j2 Tier 1 representatives * Creates daily accountability for reps regarding the customer service score card such as DND, required calls and talk time * Provides CS Techs with subject matter expertise on process/procedures and systems * Maintains current knowledge and uses all appropriate processes and procedures for all Representatives applications such as Salesforce and IVR * Researches customer issues when required and follows up with CS, PTS, or management until resolution is found * Assist in the training of newly hired CS Tech's assigned to their shift * Acts as a coach and mentor for training with Technicians to build and maintain their required skill sets
Job Requirements and Experience:
* Leadership experience preferred * 5+ years experience in the Call Center Environment * 3+ years Team Lead experience * Experience in troubleshooting * Strong verbal and written communication skills. * Strong interpersonal skills * Ability to mentor and assist Customer Service Specialists. * Ability to prioritize and multi-task * Strong problem solving and analytical skills * Strong troubleshooting skills * Computer skills including Windows based applications(Word, Powerpoint, Excel, Access, Outlook) * Ability to work flexible hours and/or on-call * Demonstrated phone skills including the ability to control the call direction * Demonstrated strong inter-personal skills, including patience, persistence, and flexibility
About J2 Global
J2 Global is an Internet information and services company.