Customer Service Team Lead

Join a thriving division of one of Rochester, NY’s fastest-growing companies and take the next step in your leadership career. Our client is seeking a motivated, positive, and results-driven Customer Success Representative Team Leader who is passionate about delivering exceptional customer experiences and contributing to company growth.If you are an energetic professional who thrives in a fast-paced environment, enjoys developing high-performing teams, and is focused on driving results, we want to hear from you.As the CSR Team Lead, you will oversee a dedicated team of Customer Success Representatives responsible for facilitating the return of the company's leased assets for key accounts through outbound phone and email communications. This position plays a critical role in ensuring customer satisfaction, operational efficiency, and revenue generation.Deliver the highest level of Customer Service on a daily basis.Daily assignment & allocation of new casesMulti-task competing priorities in a professional and efficient manner.Train and provide feedback for team members on performance.Provide expertise and resolution to process deviations.Review and manage to daily, weekly, and monthly metrics.Hold specific team members accountable to meeting daily, weekly goals.Analyze internal data to develop process improvements.Ensure customer service levels are always kept very high.Share daily reports, metrics, learnings with CSR team and Management.Communicate via phone & e-mail with clients that receive shipments in boxes to educate them on the program and establish ongoing contact information.Data integrity within company CRMTrack, trace, document and arrange retrieval of boxes.Produce courier shipping documents and arrange pick-ups at customer sites.Collaborate with team members and coordinate solutions for customers.Prepare complete and accurate work including appropriately notating systems of actions taken.Establish and maintain good customer relations with both internal and external customers.Diffuse difficult customer situations.Other tasks as assigned.Qualifications/Experience:Outbound calling, or customer outreach experienceCustomer Service or Inside Sales experienceManagement/Supervisor experience Experienced in managing multiple projects at the same time.Associate degree, or applicable experience Customer Focus and service orientated.Excellent problem-solving skills and a willingness/desire to research information to find solutions to problems.Persistence when specific tasks are challenging.CRM knowledgeExperience with data analyticsCustoms experienceTolerance for repetitive work in a fast-paced, high production work environment Outstanding communication (written & verbal) are a must. Solid decision-making, problem resolution and creative thinking skills.Self-starter, motivated and driven to exceed goals.Strong computer navigation skills and PC Knowledge including experience with Excel.