Customer Service Team Lead

Large incident response engagements can involve 20 or more responders working in shifts for weeks. Annual revenue from managed services has grown every year since 1995.

Job summary:

Cedartrack has an opening for a Customer Service Team Lead. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. The company is based in Montreal, Canada. The team is distributed across several countries. You will be employed through our employer-of-record partner in the US, with a local contract and salary paid in USD. You will need at least 4 hours of overlap with US Eastern time. Good written English matters here, since most updates are written.

Day to day:

Document every interaction in Zendesk or Salesforce Service Cloud. Escalate complaints that need a supervisor or another department. Meet targets for handle time, quality score and customer satisfaction. Update customer records accurately. Transfer calls to the right department with a warm handoff. Explain bills and payment options and take payments over the phone. Notice repeat problems and report them to your team lead. Look up orders, accounts and shipping status in the CRM and order system.

Minimum qualifications:

7+ years of customer service, retail, hospitality or call center experience. Reliable attendance. Schedule adherence is tracked. Must pass a background check. Comfortable using multiple screens and systems at the same time. Basic computer skills (Windows, Outlook, web browsers). Clear speaking voice and good listening skills. Typing speed of at least 35 WPM.

Preferred qualifications:

Experience handling escalations. Prior billing or insurance call center work.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

$28.00-$32.00 per hour

Perks and benefits:

Home office setup budget. 24 days paid time off. Flexible hours. Annual learning budget. Public holidays observed per your country.

Cedartrack is an Equal Opportunity Employer, including disability and protected veteran status.

Please include a short note on why this role interests you.

Start: Flexible.

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