Customer Service Team Leader

Our lending business funds equipment, vehicles and working capital for small and mid-sized companies across the US. Compliance reviews outgoing client email, so expect to write carefully.

The position

We're looking for a Customer Service Team Leader to join our team. This is a remote role. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Our headquarters is in Virginia Beach, and about a third of the team works remotely from other countries. Contract role, full-time hours, paid in USD at the end of each month. You will need at least 4 hours of overlap with US Eastern time.

In this role you will

• Complete required training and quality coaching sessions
• Escalate complaints that need a supervisor or another department
• Document every interaction in Zendesk or Salesforce Service Cloud
• Follow scripts and required disclosures on recorded lines
• Process returns, exchanges, refunds and address changes
• Meet targets for handle time, quality score and customer satisfaction
• Update customer records accurately

What you need

• 8+ years of customer service, retail, hospitality or call centre experience
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)
• Clear speaking voice and good listening skills

Preferred qualifications

• Chat support experience
• Experience handling escalations
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify

Pay: $1,850 - $2,500/month

What you get

• Annual rate review
• Monthly payments via wire transfer or Wise

Duration: 6 months. Start: Within 30 days.

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