Client Services Lead
Company: Targeted Talent
Location: Portland
Posted on: August 7, 2022
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Job Description:
Job DescriptionJob Summary:The Client Services Lead will oversee
and assist customer success employees in the performance of their
job duties such as responding to customer inquiries and resolving
issues or complaints. Duties/Responsibilities: Help build the
infrastructure and standard operating procedures for the department
Help create company guidelines particularly related to quality of
service Manage the department and ensure the team complies with
company guidelines particularly related to quality of service.
Prepare knowledge-based documents such as summaries and responses
to frequently asked questions. Hire entry-level customer success
employees. Train new employees in the company's customer service
policies, procedures, and best practices. Organize and oversee the
schedules and work of the department. Conduct performance
evaluations that are timely and constructive. Handle discipline and
termination of employees as needed and in accordance with company
policy. Monitor or review calls or other correspondence between
representatives and customers. Ensure that representatives are
informed about changes to company products and services. Collect
data and prepares reports on customer complaints and inquiries.
Prepare monthly reports summarizing the assigned customer success
teams performance. Assist with budget preparation for the Customer
Success department. Perform other related duties as
assigned.Required Skills/Abilities: Bachelor's degree in business,
technology or similar At least five years of customer success
experience required. At least two years of experience in a
supervisory role preferred. At least two years of experience in
customer service or customer success in the manufacturing industry
Excellent communication and presentation skills Must be personable
and enjoy working with people in an entirely customer-facing role
Knowledge of project management/delivery methods and tools
Organized, detail-oriented, and able to support many clients at
once. Ability to deal with ambiguity and structure the unstructured
Demonstrated ability to work both collaboratively as part of a team
and independently with minimal supervision Strong problem
resolution skills and proven ability to engage and interact with
internal teams to resolve client issues Work logically to diagnose
and resolve basic to intermediate issues and recognize
circumstances that require escalation Comfortable using and
learning software, including MS Office (Excel), multiple internet
browsers, ticketing/tracking systems Experience in the Food &
Beverage or Consumer Packaged Goods domain preferred Experience
with Salesforce (or other CRM) desired Ability to travel (job
requires up to 30% travel) Comfortable working as needed in a
remote environment with video-conferencing tools Excellent
management and supervisory skills. Excellent verbal and written
communication skills. Extensive knowledge of customer service
procedures and principles. Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining
a professional and calm demeanour. Ability to coach and mentor
customer success representatives.
Keywords: Targeted Talent, Portland , Client Services Lead, Other , Portland, Oregon
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