Customer Support Team Lead

Client Support Hollywood, California


Position at j2 Cloud Services

The Customer Service Lead is responsible for assisting j2 Customer Service Technicians with day-to-day operations.
This position also interacts with other groups/teams within j2 to ensure the customer’s needs are met.

Job Duties:

  • Compiles issues for potential escalations and communicates ongoing issues to the Customer Service Management team
  • Takes the lead in the case of an event (outage) during off peak hours
  • Delegation of work, tasks and duties during off peak hours
  • Ensures coverage for phones during breaks and lunches during off peak hours
  • Provides a consistent, courteous, and positive example for CS Techs
  • Receives and handles escalated customer calls from j2 Tier 1 representatives
  • Creates daily accountability for reps regarding the customer service score card such as DND, required calls and talk time
  • Provides CS Techs with subject matter expertise on process/procedures and systems
  • Maintains current knowledge and uses all appropriate processes and procedures for all Representatives applications such as Salesforce and IVR
  • Researches customer issues when required and follows up with CS, PTS, or management until resolution is found
  • Assist in the training of newly hired CS  Tech’s assigned to their shift
  • Acts as a coach and mentor for training with Technicians to build and maintain their required skill sets

Job Requirements and Experience:

  • Leadership experience preferred
  • 5+ years experience in the Call Center Environment
  • 3+ years Team Lead experience
  • Experience in troubleshooting
  • Strong verbal and written communication skills.
  • Strong interpersonal skills
  • Ability to mentor and assist Customer Service Specialists.
  • Ability to prioritize and multi-task
  • Strong problem solving and analytical skills
  • Strong troubleshooting skills
  • Computer skills including Windows based applications(Word, Powerpoint, Excel, Access, Outlook)
  • Ability to work flexible hours and/or on-call
  • Demonstrated phone skills including the ability to control the call direction
  • Demonstrated strong inter-personal skills, including patience, persistence, and flexibility