Journeys - Customer Service Team Lead

As the Customer Service Team Lead, you will manage team performance to achieve and exceed the established service levels and performance metrics while simultaneously creating a positive and engaging experience for customers and team members. This position coaches, mentors, and develops a team of customer service oriented and quality-focused individuals to support and promote the Journeys brand. You will also work closely with your manager to establish a feedback-rich environment for individual team members' development and growth.

Please Note: This role does not provide relocation assistance.

Job Responsibilities

• Lead and direct the daily activities of a team and assist team members as needed to resolve problems and complete tasks.
• Ensure service levels are maintained amongst the Customer Service Team while monitoring that all KPI expectations are met or exceeded.
• Observe and evaluate team member performance, complete quality assurance and performance reviews, and establish individual training, improvement, and development plans.
• Provide prompt direction, correction, coaching, and counseling when needed.
• Monitor and audit interactions between team members and customers to ensure productivity, process, and quality assurance standards are met.
• Work cross-functionally with internal teams to ensure a seamless customer experience and to enhance team performance.
• Convey information to your team effectively and efficiently.
• Perform other necessary duties upon manager request.

Qualifications and Skills

• Ability to work as a part of a team focused on servicing our customers and improving the efficiency of all operations functions as well as ability to work independently.
• Strong interpersonal skills, being approachable, self-motivated, and ability to interact in a positive and respectful manner.
• Ability to learn and navigate multiple systems and processes.
• Knowledgeable of all relevant customer service standards and procedures.
• Ability to explain a complex process in an easy-to-understand manner.
• Strong communication skills (verbal, listening, and written).
• Excellent typing and computer navigation skills.
• Demonstrates strong time management, adaptability, problem-solving, and multi-tasking skills in a fast-paced environment.

Job Requirements

• High school diploma or equivalent.
• Meets all KPIs in current position.
• Must have at least 1 year's previous Team Lead experience or a minimum of 6 months' internal experience in the Customer Service Specialist role.
• Certified in all Tiers preferred.