Customer Service Team Lead

This is a new role. The team has doubled in size over the past year. The Customer Service Team Lead answers customer calls, chats and emails about orders, billing and account changes. Wrenreach is hiring for its Customer Care team in Grand Prairie. Full-time and part-time shifts available. Remote, open to candidates across the US. A quiet workspace and good internet are required.

KEY RESPONSIBILITIES:

• Complete required training and quality coaching sessions
• Look up orders, accounts and shipping status in the CRM and order system
• Call customers back on open issues within the promised timeframe
• Transfer calls to the right department with a warm handoff
• Document every interaction in Zendesk or Salesforce Service Cloud
• Update customer records accurately
• Explain bills and payment options and take payments over the phone
• Notice repeat problems and report them to your team lead

REQUIREMENTS:

• 7+ years of customer service, retail, hospitality or call center experience
• Must pass a background check
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills

DESIRABLE:

• Zendesk, Five9 or Genesys experience
• Chat support experience

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

WHAT WE OFFER:

Compensation: $28.50-$32.50 per hour DOE.

• Health savings account (HSA) with employer contribution
• 401(k) with 4% match
• Three weeks of PTO to start
• Vision insurance

ABOUT THE COMPANY:

Our warehouses and distribution centers total over 20 million square feet.

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

Applications are reviewed as they come in.

Start: Flexible.

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