Customer Service Team Leader

Headquartered in Richmond, the firm is employee-owned. Engagement teams range from three people to more than 200 on multi-year transformation programs. We started in 2011 and have grown to about 220 people.

The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. We are headquartered in Richmond and have been hiring remotely since 2020. We hire in Sri Lanka through an employer of record, so this is a regular full-time job with local payroll and statutory benefits. Core hours are 9:00 AM to 1:00 PM US Eastern. You need a reliable internet connection and somewhere quiet to work.

Main duties

• Meet targets for handle time, quality score and customer satisfaction.
• Explain bills and payment options and take payments over the phone.
• Follow scripts and required disclosures on recorded lines.
• Transfer calls to the right department with a warm handoff.
• Complete required training and quality coaching sessions.
• Notice repeat problems and report them to your team lead.
• Update customer records accurately.

Who you are

• 7+ years of customer service, retail, hospitality or call centre experience.
• Must pass a background check.
• Typing speed of at least 35 WPM.
• Comfortable using multiple screens and systems at the same time.
• Clear speaking voice and good listening skills.

Bonus points

• Prior billing or insurance call centre work.
• Chat support experience.

Benefits

• Flexible hours.
• Monthly internet allowance.
• Paid parental leave.
• 24 days paid time off.
• Annual salary review.

This posting may close early if we receive enough applications.

Please submit your CV in English.

Start: Flexible.

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