Customer Service Team Leader

Engagement teams range from three people to more than 200 on multi-year transformation programs. We started in 1988 and have grown to about 220 people.

Job summary

The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. Our headquarters is in New York City, and about a third of the team works remotely from other countries. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. You will need at least 4 hours of overlap with US Eastern time. We talk mostly in Slack and hop on quick calls when something needs discussing.

Duties

• Document every interaction in Zendesk or Salesforce Service Cloud
• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue
• Transfer calls to the right department with a warm handoff
• Meet targets for handle time, quality score and customer satisfaction
• Explain bills and payment options and take payments over the phone

Required qualifications

• 8+ years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Clear speaking voice and good listening skills
• Comfortable using multiple screens and systems at the same time
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Reliable attendance. Schedule adherence is tracked

Preferred qualifications

• Experience handling escalations
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify
• Zendesk, Five9 or Genesys experience

Schedule: Four 10-hour shifts, rotating weekend day

Compensation: $3.00 - $3.50 per hour

Why work with us

• Company laptop
• Monthly internet allowance
• Long-term engagement
• Annual rate review

Candidates must be eligible to work in Pakistan.

We are reviewing applications as they arrive, so apply early.

Duration: 3 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Juniperport Consulting Group, Inc..