Bilingual Customer Service Team Lead

$39,520 - $43,680/Yr

Azuma Leasing - El Paso, TX

Full-time - Mid Level

Remote - El Paso, TX

Funds, Trusts, and Other Financial Vehicles

About the position

The Bilingual Customer Service Team Lead at Azuma Leasing is responsible for overseeing a team of customer service representatives, ensuring high-quality service and performance standards. This role involves direct interaction with customers, assisting them with applications, product information, and order management, while also providing ongoing training and support to the team.

Responsibilities

• Oversee and guide a team of customer service representatives, ensuring they meet performance standards and deliver high-quality service.
• Track and analyze team performance metrics, such as response times and customer satisfaction scores.
• Provide feedback and facilitate training sessions to enhance team skills.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Resolve problems by clarifying issues, researching solutions, and implementing them.
• Fulfill requests by clarifying desired information and completing transactions.
• Sell additional services by recognizing opportunities to up-sell and explaining new product lines.
• Maintain call center database by entering complete and accurate information.
• Communicate effectively with individuals/teams within the company to ensure timely expedition of customer requests.
• Update job knowledge by participating in educational opportunities.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests.

Requirements

• High School diploma or equivalent
• Previous supervisory experience preferred
• Must be computer literate with familiarity in Microsoft Outlook and Excel
• Possess professional telephone technique
• Prior experience in a call center setting is helpful
• Strong organizational, communication, and time management skills
• Bilingual in Spanish
• 2 years of customer service team leadership experience

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance