CSR Lead​/Supervisor

Overview

Employment Application for CSR Lead/Supervisor

The Call Center customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include motivating, training, coaching, and problem solving. Additionally, the position is responsible for assisting the Customer Service Manager in smooth operation of the department.

• Sets an excellent example in punctuality, dependability, and attitude.
• Provides daily direction and communication to CSR Team so that customer service calls, tickets, and chat are answered in a timely, efficient and knowledgeable manner.
• Monitors the call queue and daily returns calls to any abandon customers. Understands the importance that return calls are made same day and as soon as possible.
• Provides continual evaluation of processes and procedures. Suggest methods to improve department operations, efficiency and service to both customers and the overall GP team.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Alerts Customer Service Manager of any employee relations issues expressed by team members or any performance problems.
• Provides or oversees training for new CSR team members.
• Is available for employees who experience problems providing appropriate coaching, counseling, direction and resolution.
• Coach CSR’s to handle calls to avoid escalation. Takes escalated calls to avoid further escalation.
• Continue to expand product knowledge amongst CSR’s.
• Continue to work as a leader of special or ongoing projects that are important to the CSR Department and/or process improvement.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• High School Diploma or GED
• 3+ years of Telephone Customer Service Experience/Call Center
• 2-3 years of Call Center/Telephone CSR Supervising, Management, Lead coverage in a high call-volume setting
• Technical Telephone experience auditing calls
• Experience training and supervising a team of a minimum of 5 employees

Job Type: Full-time

Pay Rate:
Averages $16-$18/hour

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Employment opportunities at Giga Parts are open to all qualified applicants solely on the basis of their job-related experience, knowledge, skills, and abilities. Qualified applicants are considered for all open positions for which they apply and for advancement without regard to race, color, religion, sex, national origin, age, marital status, the presence of a medical condition or disability, or genetic information as protected by law.

Giga Parts complies with all applicable federal, state and local laws with regard to equal employment opportunity. Advancement is based entirely on an individual's demonstrated performance, job-related ability, skills, and knowledge and the resulting potential for promotion to the job openings applied for. Giga Parts is an Equal Opportunity Employer.

Giga Parts complies with the United States Department of Homeland Security (U.S. Citizenship and Immigration Services) to verify the employment eligibility of all persons hired to work for Giga Parts in the United States. Giga Parts will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

An E-Verify case must be created no later than the third business day after the employee starts work for pay. All Form I-9 must be completed and…