Customer Service Team Lead

Department: Service and Support
Location: USA - Orlando
Require Travel: Not Required

Job Description

Customer Service Team Leader

Hours: Full time, permanent, 40 hours per week

Location: The Chase Plaza, Orlando - Free Downtown parking

Join one of the fastest growing UK tech companies! Epos Now possess a market leading product and an award-winning brand, there has anever been a more exciting time to join our friendly team in Orlando. We are currently looking for a Customer Service Team Lead who will lead a team of Customer Service Consultants, providing them with excellent guidance and leadership to enable them to deliver industry leading customer service and close on revenue opportunities.

Duties as a Customer Service Team Lead:

  • Consistently meet and exceed your individual objectives and team targets. 
  • Create a high performance culture - effectively managing underperformance and high performers.
  • Monitoring overall performance ensuring quality targets and metrics are being met.
  • Motivate and inspire the team to achieve and exceed targets.
  • Conduct regular/monthly one-to-one review meetings and team huddles.
  • People management duties in line with company policy, procedures and HR requirements.
  • Be proactive in the recruitment/selection process and training/coaching to ensure a skilled and effective workforce. 
  • Continuous process improvement.
  • Be the escalation point of contact for customer complaints and ensuring compliance with the terms and conditions. 

Requirements for Customer Service Team Lead: 

  • Proven leadership and people management experience.
  • Experience in B2B customer service and support environment. 
  • Proven experience of developing, supporting and coaching a Service Team to success.
  • Able to build strong relationships internally and with customers over the phone.
  • Have an excellent telephone manner and great customer service skills.
  • Ability to work in a fast paced and ever-changing environment.
  • Excellent analytical skills.
  • Excellent at process improvement.

Benefits worth getting excited about!

  • Progression & increased basic salary through revenue targets.
  • Earn uncapped commission through our ‘soft sales’ approach. 
  • Total of 25 days holiday; 19 days plus 6 federal holidays. 
  • Health insurance. 
  • Exclusive retail, restaurants, travel and accommodation discounts. 
  • Modern Downtown offices with free parking.
  • 24/7 access to health / well-being online centre.
  • Company celebratory events (summer and winter). 
  • Monthly catered breakfast and lunches. 

Check out Trustpilot ('excellent') online for independent reviews and an insight into our products and services and Glassdoor (4.4/5) online for reviews on us as an employer.