Customer Service Team Lead
New
A
AlgaeCalHealth & Wellness
Vancouver, British Columbia, Canada. Vancouver, Metro Vancouver, Canada. Calgary, Alberta, Canada. Toronto, Ontario, Canada, Pacific Standard Time (8am - 4pm PST)Full-TimeLead
Salary80,000 - 95,000 USD per year
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Job Details
- Experience
- 5+ years in Customer Service; 2+ years in Customer Service management
- Required Skills
- Customer serviceCRM
Requirements
- 5+ years of experience in a customer service environment.
- 2+ years of experience in customer service management.
- Demonstrated track record of improving team performance and outcomes.
- Expert knowledge of CRM platforms.
- Experience with Contact Center as a Solution software (e.g., Talkdesk).
- Proven ability to coach and develop team sales and service skills.
- Demonstrated ability to identify and implement process improvements.
- Strong recruitment and retention capabilities.
- Excellent empathy and interpersonal skills.
- Commitment to a heart-based, value-driven work mindset.
Responsibilities
- Lead and inspire a team of customer service professionals.
- Coach and develop team members on customer service and sales skills.
- Drive key metrics including CSAT, conversion rates, and average order value.
- Identify performance improvement opportunities and implement strategic plans.
- Manage contact center operations and platform utilization.
- Foster a heart-based, value-driven company culture.
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