Customer Service Team Lead

Company overview:

Plants in New York supply assembly lines within a few hours' drive. Launch teams support new vehicle programs from prototype to full production. Founded in 1986, we now have 280 employees.

About the role:

New York City Products is hiring for its Orders team in New York City. Full-time and part-time shifts available. Fully remote, but we prefer candidates within a few hours of Eastern time.

Duties:

• Meet targets for handle time, quality score and customer satisfaction
• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Transfer calls to the right department with a warm handoff
• Explain bills and payment options and take payments over the phone
• Update customer records accurately

About you:

• 8-10 years of customer service, retail, hospitality or call center experience
• Comfortable using multiple screens and systems at the same time
• Able to sit at a workstation and wear a headset for a full shift
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Pluses:

• Knowledge of e-commerce order systems such as Shopify
• Zendesk, Five9 or Genesys experience

Benefits:

Rate: $33.50 - $39.50 per hour

• Medical, dental and vision insurance
• 401(k) with a 100% match up to 5%
• 12 weeks of paid parental leave
• Weekly pay
• Short- and long-term disability
• Health, dental and vision coverage starting on day one

New York City Products is an Equal Opportunity Employer, including disability and protected veteran status.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at New York City Products.