Customer Service Team Lead
hace 2 semanas
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- Supervise and Train Customer Service Representatives: Lead and develop a team of customer service representatives to ensure high levels of engagement and performance.
- Monitor Performance Metrics: Analyze call metrics such as average handle time, call volume, and customer satisfaction scores to identify trends and areas for improvement.
- Implement Quality Assurance Standards: Establish and monitor quality assurance standards to ensure consistent service delivery.
- Collaborate with Program Team Leads: Work closely with Program Team Leads to align customer service strategies with program objectives.
- 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:
- Professional Proficiency in Spanish Language: Excellent communication skills in Spanish are required.
- Knowledge of Customer Service Practices: Knowledge of customer service practices and principles is essential.
- 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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