Customer Service Onboarding Team Leader

$55,000 - $55,000/Yr

Epos Now - Orlando, FL

Full-time - Mid Level

Orlando, FL

Professional, Scientific, and Technical Services

About the position

The Customer Onboarding Team Leader is responsible for leading and motivating the Customer Service Team at Epos Now, a fintech company focused on helping small businesses thrive. This role involves coaching team members to effectively handle customer queries, ensuring outstanding customer experiences, and achieving revenue targets. The position requires strong organizational skills and a commitment to developing exceptional customer service within the team.

Responsibilities

• Lead, motivate, coach and develop the Customer Service Team to deliver industry-leading customer service.
• Create a positive, performance-focused environment in your team, and be responsible for continually improving team performance, customer satisfaction and delivery by analysing data.
• Coordinate your team's workload by setting expectations at the start of each day and managing team and individual sales targets.
• Effectively recruit and onboard new team members.
• Ensure excellent customer service across your team with effective call monitoring and coaching.
• Manage customer satisfaction through surveys and back-office satisfaction.
• Ensure the team accurately input and process data on the company's CRM system.
• Effective risk management and ensure effective cover of management.
• Escalate relevant technical issues using data to confirm the scale of the issue.
• Management of customer satisfaction through end of call surveys, case management surveys and back office satisfaction.
• Escalation of hardware and software issues as soon as they arise utilising data to confirm the scale of the issue.

Requirements

• 1 year of experience in Call Centre Leadership (Preferred)
• 1 year of experience in Team management (Required)

Benefits

• Career progression and increased basic salary achievable by reaching revenue and customer satisfaction targets.
• Medical cover
• 401k
• 25 days PTO including Federal Bank Holidays
• Employee Assistance Programme, which gives you access to exclusive retail, restaurants etc.
• 24/7 access to a mental health and wellbeing online centre.
• Legal support, financial resources and e-learning.
• Private dental and health scheme.
• Company bonus scheme (bi-annual, based on company performance).
• Company equity scheme (available after 1 year service).
• Company celebratory events (summer and winter).