CS Team Lead I

Join a growing division of one of the fastest growing companies in Rochester, NY. Seeking a career minded, positive, energetic, hardworking Customer Success Representative Team Leader. Passionate about customers and the customer experience. Focused on activities that help drive company revenue. AeroSafe Global will provide the appropriate training for this position. 

The CSR Team Lead oversees a dedicated team of customer success representatives who are facilitating the return of the company’s leased assets for key accounts via outbound calls and/or email communication. They are responsible for overall performance of accounts assigned including daily assignments and allocation of workload in conjunction to monitoring team effectiveness. They will be responsible for ensuring the standard operating processes are being followed as well as contributing to continuous business improvements. 

Duties & Responsibilities:

• Deliver the highest level of Customer Service on a daily basis.
• Daily assignment & allocation of new cases
• Multi-task competing priorities in a professional and efficient manner. 
• Train and provide feedback for team members on performance.
• Provide expertise and resolution to process deviations.
• Review and manage to daily, weekly, and monthly metrics. 
• Hold specific team members accountable to meeting daily, weekly goals.
• Analyze internal data to develop process improvements.
• Ensure customer service levels are always kept very high.
• Share daily reports, metrics, learnings with CSR team and Management.
• Communicate via phone & e-mail with clients that receive shipments in AeroSafe boxes to educate them on the program and establish ongoing contact information.
• Data integrity within company CRM 
• Track, trace, document and arrange retrieval of AeroSafe boxes.
• Produce courier shipping documents and arrange pick-ups at customer sites.
• Collaborate with team members and coordinate solutions for customers.
• Prepare complete and accurate work including appropriately notating systems of actions taken.
• Establish and maintain good customer relations with both internal and external customers.
• Diffuse difficult customer situations.
• Other tasks as assigned.

Qualifications/Experience:

• Outbound calling, or customer outreach experience
• Customer Service or Inside Sales experience
• Management/Supervisor experience 
• Experienced in managing multiple projects at the same time.
• Associate degree, or applicable experience  
• Customer Focus and service orientated.
• Excellent problem-solving skills and a willingness/desire to research information to find solutions to problems.
• Persistence when specific tasks are challenging.
• CRM knowledge
• Experience with data analytics
• Customs experience
• Tolerance for repetitive work in a fast-paced, high production work environment 
• Outstanding communication (written & verbal) are a must.  
• Solid decision-making, problem resolution and creative thinking skills.
• Self-starter, motivated and driven to exceed goals.
• Strong computer navigation skills and PC Knowledge including experience with Excel.

Physical Requirements

While performing the duties of this job, frequently will be required to sit; type; use hands to finger, handle or feel objects, tools, or controls (some repetitive motion); and talk or hear. Also occasionally will be required to stand, walk, reach with hands and arms, bend, stoop, kneel, and crouch and lift and/or move up to 10 pounds. Specific vision abilities required by this job include some close vision.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Tools & Equipment:

PC, printer, telephone, fax machine, copier and other office equipment.

 Environmental Factors:

Normal office, manufacturing and warehouse environment. 

 Equal Employment Opportunity Policy: 

AeroSafe Global provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.