Job Description

Title: Customer Care Lead

Reports To: General Manager

This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.

Essential Functions:

• Train, explain tasks, and assist in the solution of customer problems.
• Answer incoming phone calls, faxes, emails and respond to customer requests.
• Identify and assess customer’s needs to achieve satisfaction.
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Key in new box information for all accounts.
• Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
• Responsible for taking paperwork from the “ready to be filed tray” and placing it in each customer’s folder.
• At the end of each month, responsible for storing the previous month’s files in VRC boxes.
• Work on special projects as required by the Customer Service Manager or General Manager as needs arise.

Requirements

Qualifications:

• High School Diploma
• Proven experience in a customer service role with leadership responsibilities.
• Excellent verbal and written communication skills.
• Strong understanding of customer service software, databases, and CRM tools.
• Demonstrated ability to handle complex customer inquiries.
• Ability to build positive relationships with high level of interpersonal skills.
• Excellent team development and leadership skills.
• Problem-solving and decision-making skills.