MSI Credit Solutions is seeking an experienced and motivated Client Service Team Lead to lead our customer service team and ensure exceptional support for our customers. The ideal candidate is a strong leader with excellent communication skills, a customer-first mindset, and the ability to coach, motivate, and develop team members while achieving performance goals.
Core Responsibilities
- Lead, mentor, and support a team of Client Service Representatives.
- Monitor team performance and provide regular coaching and feedback.
- Handle escalated customer inquiries and resolve complex issues professionally.
- Ensure team adherence to company policies, procedures, and service standards.
- Track and report key performance indicators (KPIs) and identify areas for improvement.
- Assist with onboarding and training new team members.
- Collaborate with other departments to improve customer satisfaction and operational efficiency.
- Foster a positive, collaborative, and high-performing work environment.
- Support daily Client Service operations
- Improve workflows, delegating daily job duties/tasks
- Step in when in Client Services Manager is unavailable
Client Experience, Retention and Collections
- Handle escalated client concerns
- Support retention efforts and client reactivation strategies
- Assist with collections by working with clients to reactivate files, deactivate files, and log chargebacks
- Maintain high-level client experience standards
Operations Support
- Handle and make pay for delete calls
- Make dispute removal calls when needed
- Assist with negotiations and resolution strategies to support client outcomes
Training & Accountability
- Assist with onboarding and coaching team members
- Reinforce scripts, policies and compliance
- Address performance gaps and support leadership actions
Required Skillset
- Strong leadership and team management abilities with experience coaching and developing employees.
- Above average verbal and written communication skills.
- Strong customer service skills with a customer-focused mindset.
- Ability to handle escalated customer concerns and resolve conflicts professionally.
- Effective problem-solving and decision-making skills.
- Ability to analyze performance metrics and identify opportunities for improvement.
- Strong organizational skills with the ability to prioritize multiple tasks.
- Experience with customer relationship management (CRM) systems and customer support tools.
- Ability to provide constructive feedback and motivate team members.
- Knowledge of customer service best practices, policies, and procedures.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Strong attention to detail and commitment to quality service delivery.
Benefits-
- $25 Per hour
- Weekly Pay and Monthly Bonuses
- Health, dental, and vision benefits
- Vacation and Paid time off
- We offer free credit repair
- Career growth and development opportunities
- Supportive and collaborative work environment
If you're passionate about delivering exceptional customer experiences and inspiring a successful team, we'd love to hear from you. Apply today and become part of our growing organization!
Please send a updated resume for immediate consideration