Job Description

Service Team Leader

On-Site

Lewisville, TX

Monday-Friday, 9am-6pm

CSC is seeking a Team Leader to lead a team of Customer Service Representatives who are responsible for providing great customer service, while ensuring quality, efficiency, and timeliness of annual report filings. The Team Leader will be responsible for supervising, managing, motivating, and guiding team members on a daily basis. As a Team Leader, you will be the primary contact person for all team members, so communication skills must be excellent. A successful candidate in this position will be comfortable getting into the details of the day-today work of the team. Ultimately, the Team Leader will lead by setting a good example and engaging the team to achieve goals.

Some of the things you’ll be doing:

• Create an inspiring team environment with an open communication culture

• Develop key performance indicators and set clear team goals

• Delegate tasks effectively and set deadlines

• Oversee day-to-day operations

• Monitor team performance and conduct performance reviews

• Handle customer complaints and address escalations with customers

• Design and implement process and operational policies

• Full spectrum of employee management, development, and training

• Motivate team members to achieve objectives

• Discover training needs and providing coaching

• Listen to team members’ feedback and resolve any issues or conflicts

• Recognize high performance and rewarding accomplishments

• Ensure the highest levels of productivity, service, and client satisfaction levels

• Organize team-building activities

These are the technical skills, experience, and qualifications that would make someone successful:

• 5 years of leadership experience, preferably in customer service

• A proven history of successfully mentoring and developing employees

• In-depth knowledge of developing and utilizing performance metrics

• Proficiency with MS Office, especially Excel

• Tremendous written and verbal communication skills

• Organizational and time management skills

• Decision-making skills

• Excellent change management skills

• Strong analytical and problem-solving skills

• Attention to detail

Candidates for this position must be eligible to work without sponsorship. Time on-site or time zone may be necessary based on business need.

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®

Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.

CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.

CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers

We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,

CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.

We encourage candidates to apply directly to our website and not through third-party sources.

Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.