Maine Lobster Now Hiring for Customer Service Team Lead Job at Saco, ME Full Time

Our Company:

Maine Lobster Now is an eCommerce seafood company based in Saco, Maine. We specialize in delivering fresh, high-quality seafood products to customers all over the United States by offering overnight delivery.

Job Duties:

• Oversees the team of customer service representatives and ensures they comply with company guidelines particularly related to the quality of service

• Monitors or reviews calls or other correspondence between representatives and customers

• Stays active in the call queue to assist customers and takes escalated calls with customers to resolve issues in an effective manner

• Ensures that representatives are informed about changes to company products and services

• Collects data and prepares reports on customer complaints and inquiries

• Assists the Customer Support Manager in preparing monthly reports summarizing the customer service team’s performance

• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Support Manager or other appropriate staff

• Detects fraudulent orders and contact customers as appropriate

• Responds to company reviews on websites such as Google and Trustpilot

• Performs other related duties as assigned

Required Skills/Abilities:

• Excellent management and supervisory skills

• Excellent verbal and written communication skills

• Extensive knowledge of customer service procedures and principles

• Organized with attention to detail

• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor

• Ability to coach and mentor customer service representatives

• Proficient in Microsoft Office Suite or related software

Education and Experience:

• High school diploma or equivalent required

• 2+ years experience in a customer service role required

• Previous experience in a supervisory role preferred

Physical Demands:

• Able to sit and/or stand for the duration of the shift

• Able to use a keyboard, headset, and computer monitor for the duration of the shift

• Must be able to lift up to 15 pounds at times