Customer Service Team Lead

More than 9,000 organizations use our HR and payroll suite, from regional hospitals to school districts. Annual releases gave way to two-week sprints years ago, and the platform now handles over 200 million API calls a day. We started in 1996 and have grown to about 71,100 people.

Position summary

We are adding a Customer Service Team Lead to our Orders team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Seoul, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in the US, so you get a proper employment contract, not a freelance agreement.

Key responsibilities

• Escalate complaints that need a supervisor or another department
• Process returns, exchanges, refunds and address changes
• Call customers back on open issues within the promised timeframe
• Explain bills and payment options and take payments over the phone
• Meet targets for handle time, quality score and customer satisfaction
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Answer inbound calls, live chats and emails from a queue

Minimum qualifications

• 8-10 years of customer service, retail, hospitality or call center experience
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• High school diploma or GED

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Expected salary range: $29.50 - $36.50 an hour, plus bonus eligibility.

What you get

• Wellness allowance
• 24 days paid time off
• Home office setup budget
• Paid parental leave
• Monthly internet allowance
• Annual learning budget

EOE. We participate in E-Verify.

Offers are contingent on a background check and drug screen.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Buckeyefield Corp..