Customer Service Team Leader

Who we are:

Based in Memphis, the agency works with clients in Tennessee and a few national accounts. Maplescale Design Co. is a marketing agency doing websites, SEO, paid search and social media for local and regional businesses. We have been family run since 1972. Timesheets are due daily, broken out by client and task.

The role:

Our team is growing and we are hiring a Customer Service Team Leader. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. The company is based in Memphis, the US. The team is spread across multiple countries. This is a full-time remote role. We use an employer of record in Sri Lanka, so you get a proper employment contract, not a freelance agreement. You will need at least 4 hours of overlap with US Central time. You get a company laptop and a headset before you start.

What you'll do:

• Complete required training and quality coaching sessions.
• Transfer calls to the right department with a warm handoff.
• Follow scripts and required disclosures on recorded lines.
• Meet targets for handle time, quality score and customer satisfaction.
• Call customers back on open issues within the promised timeframe.
• Update customer records accurately.
• Look up orders, accounts and shipping status in the CRM and order system.

What you'll need:

• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• Comfortable using multiple screens and systems at the same time.
• Typing speed of at least 35 WPM.

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

Compensation and benefits:

• Paid sick days.
• Annual salary review.
• Health insurance through our employer-of-record partner.
• Paid parental leave.
• Public holidays observed per your country.
• Home office setup budget.

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

Start: Within 30 days.

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