Team Lead, Customer Service

Job Summary

A position is available in the Call Center for a Customer Service Team Lead/Trainer. This position reports directly to the Supervisor of Customer Service and is responsible for coaching and training customer service staff to ensure targets and goals are met; resolving the most complex customer escalations to ensure first call resolution; utilizing SAP and sinch /Contact Center data for quality assurance and for creating and maintaining job aids and training materials. This position interacts closely with Collections and Billing as well as Service to optimize the customer experience. This position requires a strong understanding of CRM, SAP, GIS as well as knowledge of the business; Sinch and knowledge is desirable.

Principal Responsibilities

• Promote a positive, engaged and customer-focused work environment
• Analyze and identify training needs; create and update training materials; prepare and facilitate weekly/bi-weekly training sessions.
• Provide company-wide training for all incoming AWC employees including SAP Basic navigation and provide business and SAP training for new Customer Service Representatives.
• Collaborate with the Supervisor to monitor employee performance, develop training and performance plans, track KPIs, and support continuous improvement initiatives across the team.
• Ensure company-wide processes and procedures are implemented and used effectively by the team.
• Coach staff to drive performance with team, achieve targets including calls per day, productivity and call handling time.
• Using Sinch /Contact Center, observe customer experience and provide support, feedback and training to enhance call center effectiveness.
• Ability to resolve complex customer issues accurately and efficiently. Ability to troubleshoot complex billing questions, including billing adjustments and reversals.
• Participate in technology upgrades including testing.
• Train and manage workload for summer interns.
• Backup for Everbridge, alerts and outages.
• Answer customer calls during peak volume times.
• Serve as the first point of escalation for customer concerns, providing timely resolution and partnering with leadership to address complex issues while ensuring a positive customer experience.

Preferred Requirements

• Excellent customer service and technical skills
• A minimum of three (3) years customer service call center experience
• SAP experience, preferably in a call center environment.
• Excellent communications (both written and oral), troubleshooting, creative problem-solving skills, analytical, and organizational skills are required.
• Must also be able to manage multiple tasks simultaneously, prioritize, and meet commitments.
• Strong understanding of the organization’s goals and objectives is required as well as the ability to work independently.
• Must be able to work effectively with others in order to support inter- departmental processes

Education/Certifications

• A high school diploma is required.
• An associate or bachelor’s degree is preferred, but not required.

Salary

• This role is a full-time, benefit-eligible role.
• This role is classified as a non-exempt hourly role, with a starting hourly rate of $27.00.
• This role reports out of the Monroe, CT office.
• Hours for this role are 8:00AM to 4:30PM, Monday through Friday.
• After 3 months of successful employment, this role will be eligible for a hybrid schedule (3 days office/2 days remote). However, based on business needs—such as training, testing, or project work—the employee may be required to work on-site for specific periods. Any such adjustments will be communicated in advance.