Customer Service Team Lead

Our clients usually talk directly to the person doing the work. We work with restaurants, contractors and medical practices in Norwalk. Most of the team works hybrid, three days in the office. The previous person in this role moved to another team.

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote within the US. The team meets in Norwalk once a quarter, travel covered.

In this role you will

• Update customer records accurately
• Notice repeat problems and report them to your team lead
• 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
• Answer inbound calls, live chats and emails from a queue
• Process returns, exchanges, refunds and address changes

Minimum qualifications

• 7+ years of customer service, retail, hospitality or call center experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Must pass a background check
• Basic computer skills (Windows, Outlook, web browsers)

Job Type: Full-time

Pay: $60,000-$69,000/year

Benefits:

• Health insurance
• 401(k) matching
• Paid time off
• Life insurance

Schedule:

• 8 hour shift

Experience:

• Customer Service Representative: 6 years (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: Remote

Start: Immediately.

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