Client Services Team Leader; Customer Care

Location

SPI Santiago

As the direct line of support to the Client Services Supervisor, this role provides daily support and contact to customer‑facing employees, including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department.

• Serve as the first level of contact and support for employees in partnership with Supervisor
• Provide training for order entry and client services as applicable
• Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale
• Assist supervisor with staffing plans for optimal efficiency within the department
• Assist supervisor with preparation of annual performance reviews
• Provide coaching, feedback, and mentoring to employees as needed
• Handle and resolve escalated customer issues
• Facilitate staff meetings on an as‑needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary
• Assist supervisor with creating and implementing plan for high quality standards to ensure quality is maintained
• Review 3 times a day. Region voicemail for follow up
• Schedule with other leads during peak season, including evenings/weekends when necessary.
• Served as the first point of contact for the team when the Supervisor is not in the office
• Other duties as assigned by Supervisor

50%

• Monitor and review individual and group performance to ensure work is of the highest quality by conducting audit processes to (Jneff / CQM).

20%

• Participate in continuous improvement efforts and act as liaison with the department manager and other areas of the company by helping in the development and implementation of new projects.

30%

• High School degree or equivalent customer service/order processing experience
• 1 year minimum of Neff experience
• Schedule Flexibility
• Ability to train people.
• Experience supervising and leading people.
• Proven skills on process improvement.
• Ability to coach and mentor people as well as maintain confidentiality.
• Excellent verbal and written communication skills.
• Able to work independently as well as part of a team to achieve goals and meet crucial deadlines.
• Strong organizational, planning, and follow‑up skills as well as the ability to exercise sound judgment in decision making.
• Detail oriented, accuracy in dealing with data and systems.
• PC skills to include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes.
• Strong interpersonal and communication skills with the ability to coach and mentor performance.
• Ability to multi‑task in a detail‑oriented data and systems‑driven environment.