Commercial Customer Service Representative (CSR) Team Lead

Company: PenTeleData

Hybrid 3-Day Flex Shift: Monday-Friday, 8AM-5PM

Pencor and its subsidiaries are Equal Opportunity Employers

This is primarily a work-from-home position HOWEVER, in-office attendance is required every Monday. If Monday is a company holiday, it will be required to come in that Tuesday instead. Additional in-office presence is required approximately 2-3 times per month for scheduled mail processing and as needed for training.

We are seeking an experienced Commercial Customer Service Representative (CSR) Team Lead to oversee and support our Commercial Customer Service Representatives. This role is responsible for ensuring accurate phone interactions, email correspondence and billing in the Commercial Sales Support role and providing feedback to management as well as training when needed. The ideal candidate will have strong leadership skills, a passion for customer satisfaction and the ability to provide constructive feedback to team members.

General responsibilities include:

• Assisting team members with answering customer inquiries and issues via telephone, email and chat regarding internet and VoIP services
• Tracking and reporting quality assurance issues and training needs to management
• Providing assistance to team members with customer calls using live call monitoring as needed
• Training team members on billing procedures and general CSR procedures as needed
• Answer queue calls and emails related to Commercial Sales and acting as a back up to the CSR position as needed
• Assisting with review and updates of training procedures for commercial billing and CSR responsibilities
• Other tasks as assigned by management

Qualifications:

• H.S. Diploma or G.E.D
• Established residency in Pennsylvania
• Minimum 3 years Commercial Customer Service experience
• Working knowledge of Commercial CSR procedures for phone, fiber, cable internet, contracts and email in-boxes
• Working knowledge of Five9, Outlook, BRM, SalesForce and Whoson
• Excellent leadership skills
• Ability to work well without supervision
• Ability to assist team members with troubleshooting and solving issues related to Commercial Sales programs
• Ability to be flexible with scheduling and the needs of the department