Customer Service Team Lead

hace 2 semanas


San Juan, San Juan, Puerto Rico Tidal Basin A tiempo completo
Job Summary

Seeking a Customer Service Team Lead to oversee daily operations of the Community Energy and Water Resilience Initiative (CEWRI) contact center and ensure exceptional service delivery to clients.

Key Responsibilities
  1. Supervise and Train Customer Service Representatives: Lead and develop a team of customer service representatives to ensure high levels of engagement and performance.
  2. Monitor Performance Metrics: Analyze call metrics such as average handle time, call volume, and customer satisfaction scores to identify trends and areas for improvement.
  3. Implement Quality Assurance Standards: Establish and monitor quality assurance standards to ensure consistent service delivery.
  4. Collaborate with Program Team Leads: Work closely with Program Team Leads to align customer service strategies with program objectives.
  5. Develop and Maintain Strong Relationships: Develop and maintain strong relationships with the Grant Manager and client to ensure their needs are met and expectations exceeded.

Requirements:

  1. Professional Proficiency in Spanish Language: Excellent communication skills in Spanish are required.
  2. Knowledge of Customer Service Practices: Knowledge of customer service practices and principles is essential.
  3. Experience in Customer Service: 1-3 years of previous experience in customer service is required.

What We Offer:

  • A competitive salary and benefits package
  • A dynamic and supportive work environment
  • Opportunities for professional growth and development

About Tidal Basin Caribe:

Tidal Basin Caribe is an equal employment opportunity employer committed to diversity and inclusion. We are proud to offer a workplace that values and respects the dignity of all employees and applicants.



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