Customer Service | Assistant Team Lead

Overview

Conservice manages utilities for thousands of properties across the nation. These properties depend on our customer support experts to answer resident utility questions. Our customer service teams respond to these inquiries via incoming phone calls, emails, chats, review boards, and social media comments. There are no sales, no surveys, and no scripts; just service. As a Customer Service assistant team lead, you will be responsible for team member development, answering questions, improving our chat/email functions, handling escalated issues, as well as assisting TLs.

Responsibilities

• Assist team members with questions, follow up if necessary, and ensure team member success
• Handle escalated customer service issues
• Assist in tracking team performance and providing quality feedback to team members
• Assist team lead with 1 on 1 meetings
• Report issues and results to leaders and team members
• Identify inefficient processes and find innovative solutions
• Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice

Qualifications

• Completion of Tier 4 CSR certification is recommended
• Consistent performance in meeting department standards of excellence
• Teamwork and leadership skills
• Knowledge of and commitment to Customer Service philosophy
• Knowledge and experience with Excel helpful/preferred
• No corrective action or PIPs for last 90 days
• Innovative thinking and able to speak up and take initiative

High school diploma or GED equivalent