Accepts and supports the KCLDP MISSION to offer our clients the most innovative and practical solutions for the preparation of legal documents. Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service. LOCATION: 325 Sentry Parkway, Suite #200, Blue Bell, PA 19422 KEY DUTIES AND RESPONSIBILITIES (INCLUDING BUT NOT LIMITED TO): Respond effectively and accurately to callers, explain possible solutions, and ensure clients feel supported and valued. Participate in training and other learning opportunities to broaden knowledge about the company and the position. PHYSICAL QUALIFICATIONS: Sitting, standing, talking, listening, reading, arithmetic, lifting 20 lbs. SKILLS: Ability to ask curious questions and dispel tense situations. Strong time management and decision-making skills. Adaptability and responsibility. Use Mycase to track, record, and manage customer requests. EXPERIENCE: One to two years of experience in active listening, oral and written communication skills, and professional telephone voice. Respond or call customers to learn more about their needs, complaints or other problems with products or services and resolve them. TRAINING/EDUCATION: Provides customer service training and certifications. Sell or recommend products or services that better meet customer needs.
The Customer Service Team Leader is responsible for managing questions and complaints from the Customer Service Representative. Processing orders, changes and escalation of complaints across multiple communication channels, high-level customer complaints, as well as immediate resolutions and disputes. Implement strategies to ensure customer satisfaction, increase productivity and achieve profitability objectives. A senior customer service team leader handles escalation and evaluates the performance of customer service representatives. A senior customer service team leader must have excellent communication and leadership skills to oversee the team and support the company`s improvement plans. Build lasting relationships with customers and other call center members based on trust and reliability. Use software, databases, scripts, and tools accordingly. Active listening with callers, confirming or clarifying information, and distracting unhappy customers as needed. EDUCATION: Must have a high school diploma, GED. Customer service certification is a plus, but not a must.
EVENING SHIFT CUSTOMER SERVICE MANAGER JOB DESCRIPTION.
