Description
DUAL North America, Inc. is seeking a highly skilled and motivated Customer Service Team Lead to join our team in Dallas, TX. The successful candidate will oversee customer service operations, lead and mentor team members, and ensure the highest level of customer satisfaction. The hourly rate for this position is $26.00/hr - $28.00/hr.
Role Responsibilities:
- Supervise and support the customer service team to handle customer inquiries and issues efficiently and effectively.
- Address and resolve complex and escalated customer inquiries and complaints.
- Mentor and train CSR 1 and CSR 2 team members to foster a collaborative and high-performing team environment.
- Maintain accurate and comprehensive records of team member interactions.
- Collaborate with other departments to resolve customer issues and improve service processes.
- Stay updated on industry trends, company policies, and regulatory changes.
- Identify opportunities for process improvements and lead team initiatives.
- Lead special projects to advance the organisation's goals, such as developing new customer service protocols or implementing new technologies.
- Monitor and report on team performance, providing feedback and implementing strategies for continuous improvement.
Key Requirements:
- High school diploma or equivalent.
- Minimum of 3-5 years of customer service experience.
- Proven leadership and supervisory skills.
- Excellent written and verbal communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using customer service software and Microsoft Office Suite.
- Ability to handle high-stress situations with professionalism and empathy.
- Demonstrated ability to work independently and as part of a team.
- Experience in leading special projects and process improvement initiatives is a plus.
What We Offer: A career that you define, with rewards and benefits including medical, dental, vision, wellbeing offers, competitive salary, unlimited PTO, 401k with company match, paid volunteer days, and more. We provide an environment where new ideas are encouraged and celebrated, and people who want to make a difference thrive.