Customer Service - Call Center - Team Lead

Merion Matters, Inc. is the company behind the popular ADVANCE Healthcare Shop featuring apparel, accessories, gifts and more, customized for today’s healthcare professionals. We carry more than 4,000 products for over 50 medical and allied healthcare specialties and pride ourselves in the excellent customer service provided by our call center representatives.  

The Call Center Team Lead is responsible for coordinating customer service representative activities, assist with training/coaching customer service representatives, answer elevated and overflow customer calls and perform customer order management tasks.

Responsibilities:

• Insure all orders are properly entered and receive appropriate follow up

  Coordinate with manager to delegate customer service tasks and oversee their satisfactory completion

• Interface with business partners requiring customer service suppor
• Handle waiting calls when CSRs are unavailable
• Adjust customer service representative schedule as necessary to provide adequate telephone service level
• Participate in weekly customer service team meeting
• Immediately address job performance issues as they occur
• Provide appropriate documentation for each employee including goal setting, policy infractions, customer complaints, customer commendations and other employee interactions. Participate in the development and implementation of training materials and programs
• Participate in the customer service representative review proces

• 3-5 years of applicable and progressive work experience within a high-volume, customer service call center

• Previous supervisory experience required

  Excellent leadership aptitude with strong interpersonal skills

• This candidate must be very detail-oriented with above average oral and written communication.

• Must have excellent customer service skills and a dedication to resolving problems

• Strong knowledge of computers and excellent time management and organizational skills

• Ability to handle stressful situations with courtesy and professionalism is mandatory

M/F/H/V- EEO