Customer Service Team Leader

Founded in 2003, the business writes the billing, metering and customer portal software that small water and electric utilities run on. On-call rotates weekly and pays a flat stipend whether or not the pager goes off.

The position:

Gridwell Labs is looking for a Customer Service Team Leader to join a small, steady team. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Glendale, and about a third of the team works remotely from other countries. This is a full-time remote role. We use an employer of record in Slovenia, so you get a proper employment contract, not a freelance agreement. Our standups are at 9:00 AM Pacific.

Day to day:

• Explain bills and payment options and take payments over the phone
• Transfer calls to the right department with a warm handoff
• Look up orders, accounts and shipping status in the CRM and order system
• Call customers back on open issues within the promised timeframe

Skills and experience:

• 8+ years of customer service, retail, hospitality or call centre experience
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check
• Clear speaking voice and good listening skills
• Typing speed of at least 35 WPM
• Comfortable using multiple screens and systems at the same time

Desirable:

• Zendesk, Five9 or Genesys experience

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

Benefits:

• Annual learning budget
• Two weeks of paid leave at year end
• Home office setup budget
• Public holidays observed per your country

Let us know your current notice period and salary expectations.

Start: Flexible.

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