Customer Service Lead
Targeted TalentUnited States
Posted July 12, 2021
Full Time
About the Company
Targeted Talent specializes in consultative, contingency recruiting for the clinical diagnostics, biotechnology, medical device, and pharmaceutical distribution sectors. Leveraging deep industry expertise, the firm matches high-potential talent with leading organizations that drive innovation in life sciences. In addition to talent acquisition, Targeted Talent offers HR consulting and training solutions to help clients build resilient, high-performing teams. The firm’s distinctive approach centers on a rigorous, data-driven selection process that identifies extraordinary candidates for extraordinary companies.
Job Description
The Customer Service Lead will oversee and assist customer service employees in responding to customer inquiries and resolving issues or complaints.
Requirements
- Help build the infrastructure and standard operating procedures for the department
- Create company guidelines particularly related to quality of service
- Manage the department and ensure the team complies with company guidelines
- Prepare knowledge-based documents such as summaries and responses to frequently asked questions
- Hire entry-level customer service employees
- Train new employees in the company's customer service policies and procedures
- Organize and oversee the schedules and work of the department
- Conduct performance evaluations
- Handle discipline and termination of employees
- Monitor or review calls or other correspondence between representatives and customers
- Ensure that representatives are informed about changes to company products and services
- Collect data and prepares reports on customer complaints and inquiries
- Prepare monthly reports summarizing the assigned customer service teams performance
- Assist with budget preparation for the Customer Service department
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan