The Customer Support Team Lead works under the direction of the Contact Center Manager to ensure that their team of Customer Support Specialists has the training and resources necessary to serve our growing customer base. The Customer Support Team Lead will serve as the first point of contact for the Contact Center during their shift hours, ensuring that operating procedures are followed and that incoming phone calls are answered in a courteous and pleasant manner.


DUTIES:

  • Oversee the daily activities of the Contact Center during their designated shift by supporting, following, and promoting standardized company procedures.

  • Evaluate employee performance by providing coaching and counseling on a daily basis.

  • Create a motivating environment by supporting and encouraging the development of the team.

  • Promote positive communication and build cross-functional relationships across all departments where appropriate.

  • Support Clark Service Group’s values through all customer touchpoints and employee interactions.

  • Promote a positive work environment and company culture.


QUALIFICATIONS:

  • Minimum of one year of customer service experience in a call center environment.

  • Excellent customer service and people skills.

  • Demonstrates a passion for delivering exceptional service every day, and inspires by example.

  • Experience solving complex and escalated customer situations.

  • Must be able to work independently and with a team.

  • Implicitly understands the services that Clark Service Group, Clark Retail Solutions, and Clark Fire Protection offer.

  • Able to read, write, and understand English fluently.

  • Intermediate to advanced computer skills.

  • High School Diploma or General Equivalency Diploma (GED).

 

LOCATION
Lancaster, PA

EMPLOYMENT TYPE
Full-time

DEPARTMENT
Contact Center

BENEFITS
• Weekly pay
• Paid holidays & PTO
• Paid parental leave
• Referral incentives
• Medical, dental & vision
• Prescription drug coverage
• Gym reimbursement
• Advancement opportunities
• Flexible 401K with matching
• Volunteer opportunities
• And more

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