Job Directory J2 Global Customer Support Team Lead
J2 Global

Customer Support Team Lead J2 Global
Hollywood, CA

J2 Global is an Internet information and services company.

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About J2 Global

Job Description

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.

Job Duties:

* 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.

5000 employees
J2 Global

700 south flower street

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