Customer Service Team Lead

About us:

Vegetation management crews keep rights-of-way clear around power lines. Since 2007, the utility has served New York City and the surrounding county.

PKH Water has an opening for a Customer Service Team Lead. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We engage team members in Brazil as full-time contractors. Most of our contractors have been with us for more than two years. You will need at least 4 hours of overlap with US Eastern time.

Key responsibilities:

• Notice repeat problems and report them to your team lead
• Process returns, exchanges, refunds and address changes
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud
• Call customers back on open issues within the promised timeframe
• Follow scripts and required disclosures on recorded lines

What we're looking for:

• Typing speed of at least 35 WPM
• 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
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED
• Reliable attendance. Schedule adherence is tracked

Nice to have:

• Zendesk, Five9 or Genesys experience
• Prior billing or insurance call centre work
• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Compensation and benefits:

Compensation: $12.50-$14.50 per hour

• Monthly payments via wire transfer or Wise
• Flexible hours
• Paid in USD
• Monthly internet allowance

This posting may close early if we receive enough applications.

Duration: 9 months. Start: Immediately.

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