Customer Service Lead

TransCore - Union, NJ

Full-time - Mid Level

Union, NJ

Professional, Scientific, and Technical Services

About the position

The Customer Service Lead at TransCore is responsible for overseeing the customer service team, ensuring high levels of service quality and operational efficiency. This role involves hiring, training, and supervising staff, as well as monitoring performance metrics and addressing customer issues. The lead will also compile reports and provide feedback to management, ensuring that all service requirements are met according to established standards.

Responsibilities

• Hire, supervise, train, and monitor daily activities of customer service staff.
• Compile performance reports and monitor measures in performance log.
• Evaluate operational needs and determine appropriate hiring methods.
• Assess customer service levels and monitor customer feedback.
• Ensure customer service representatives are courteous and professional.
• Delegate work tasks to meet customer service performance measures.
• Establish performance reporting criteria and enforce policies and procedures.
• Assess training needs through auditing and monitoring.
• Write performance reviews and provide feedback to staffing agencies.
• Schedule work assignments and assist with account maintenance.
• Set objectives for and monitor departmental performance.
• Audit staff to ensure quality of work is maintained.
• Provide training and support for problematic staff.
• Manage customer requests for supervisor assistance.
• Develop and evaluate customer service staff.

Requirements

• High school diploma or GED required.
• Associate degree preferred or equivalent from a two-year college or technical school.
• Minimum of 2 years of related experience required.
• Supervising experience is necessary.