Customer Service Team Leader Job Description
Customer Service Team Leaders manage a team of employees dedicated to handling questions and concerns from people who purchase a company’s goods or services. They ensure staff members know how to respond to inquiries in line with the organization’s policies while maintaining positive relationships with the customer base.
Customer Service Team Leaders work at call centers and other facilities that receive incoming phone calls and/or electronic messages from customers. They typically work regular, full-time hours, though they may be called upon during the holiday season or other busy periods to work extended hours. Customer Service Team Leaders may spend a good deal of time on their feet as they move around to assist and monitor staff members.
Customer Service Team Leader Duties and Responsibilities
For Customer Service Team Leaders, it’s all about how their group performs. To maximize productivity and quality customer care, they perform a range of core duties. Among the most common are:
Hiring and Training Staff
With a firm grasp of what their company wants from its customer service team, Customer Service Team Leaders recruit, interview and hire candidates. They then get these new team members up to speed on duties and expectations.
Handling Daily Operations
Customer Service Team Leaders make sure correct procedures are followed and routinely give directions to their staff on what to do and how to improve. When an employee needs help dealing with customer concerns, Customer Service Team Leaders may step in, offer advice or authorize a special adjustment.
Boosting Team Morale
Happy customers enhance a company’s reputation. Customer Service Team Leaders encourage their charges to take their positions seriously and work hard to build a loyal customer base. If problems exist between employees, Customer Service Team Leaders rectify the situation before it affects workplace culture.
Customer Service Team Leaders monitor how both groups and individual employees are performing. They think of ways to increase productivity and customer satisfaction. Their observations may be documented in written reports.
Good leaders know that those “in the trenches” often have interesting ideas and perspectives. Customer Service Team Leaders ask their staff for input on how to increase productivity and better serve clients.
Customer Service Team Leaders work closely with Customer Service Managers. They may help these managers with tasks such as scheduling, new initiatives and reward programs.
Customer Service Team Leader Skills
As the name implies, Customer Service Team Leaders are expected exhibit exceptional leadership. They aim to bring out the best in others in order to accomplish the ultimate goal of building solid relationships with those who buy their company’s products and services. In addition to the ability to rally their colleagues, Customer Service Team Leaders do well when they possess the following skills:
- Exhibiting patience in order to appease the most difficult clients
- Communicating clearly with team members so that they are on the same page in regards to handling situations
- Following through on inquiries and projects to ensure completion
- Managing the performance of others seriously but tactfully
Tools of the trade
Customer Service Team Leaders depend on a variety of office tools to perform their job. Such items can include:
- Computers – To send emails, input data, monitor online customer service, and perform other office tasks
- Phones – The primary communication device used for conversations with customers contacting call centers
- Photocopiers – To make copies of instructions or any other documents that the staff may require a written record
- Performance Evaluation Programs – Premade forms designed to rate individual employees on various objectives and serve as a written point of reference for promotion, termination and the like.
Customer Service Team Leader Education and Training
Customer Service Team Leaders are expected to have a high school diploma. Frequently, they also possess a college degree and have taken courses in business, management and communications. In addition, the resumes of aspiring Customer Service Team Leaders usually contain a good amount of previous experience in other types of customer service roles.
Customer Service Team Leader Resources
A variety of resources exist for people interested in pursuing a career as a Customer Service Team Leader. We’ve searched the Internet for some of the best organizations and books. Here are a few we think you’ll find helpful:
International Customer Service Association – The mission of this industry group is “to assist individuals and organizations with their goal of providing exceptional customer experiences by providing access to professional growth and development, and recognition.” Its website features a variety of webinars, job postings and a blog written by industry experts.
Customer Service Professionals – An informal networking group of customer service professionals. Aspiring Customer Service Team Leaders may want to consider joining it on LinkedIn. Chances are someone among the 150,000+ members will be able to answer your questions.
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell – The author of this handbook is the former Executive Vice President of Operations at Walt Disney World, so he knows a thing or two about hospitality. Readers describe his book as “easy to read” and “understandable, but profound.” Among his rules: Ask Yourself “What Would Mom Do?” and Treat Every Customer Like a Regular. His universal wisdom can help Customer Service Team Leaders become better at their own job, and they may want to make it required reading for their direct reports.
The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service by Jeff Toister – Billed as a guide to “help customer service teams unlock their hidden potential,” readers give the book high marks for its straight-forward approach, real-world examples and tangible activities. Toister was named one of the Top 30 customer service professionals in the world by Global Gurus and one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute.
Surviving Customer Service: Avoid Burnout, Develop Valuable Career Skills by Donovon Jenson – With a great mix of “wisdom, humor, personal examples and simple steps you can take to improve your customer service and your own work experience,” this book draws rave reviews from both those new to customer service and seasoned professionals.
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