Customer Service Team Lead

CUSTOMER SERVICE TEAM LEAD
The Customer Service Team Lead is responsible for overseeing the daily operations of the customer service department while ensuring exceptional customer experiences when managing after installation resolutions. This role serves as the primary resource for the customer service team, providing leadership, training, support, and accountability. The Team Lead works closely with the customer experience manager, store associates, installers, vendors, Sedgwick and customers to ensure projects are completed efficiently and customer concerns are resolved promptly.

DUTIES /RESPONSIBILITIES
Serve as primary contact for after installation issues.
Track customer feedback and recommend improvements to enhance the customer experience
Assist in developing and maintaining department procedures and service standards.
Communicate service concerns and needs with contractors/installers store associates and customers throughout the service process.
Review worklists to ensure customer concerns are resolved timely.
Assist with documentation related to service claims, warranty issues, and installation concerns.
Maintain accurate records of customer interactions and issue resolutions.
Verify that customer information, orders, and project details are accurately entered into company systems.
Collaboration with store, estimating, scheduling, warehouse and installation teams to ensure seamless service execution.
Perform all other related duties requested by customer experience manager including, but not limited to, completing special projects and miscellaneous assignments.
May be required to perform other related duties as requested including, but not limited to completing special projects and miscellaneous assignments required.

Essential Functions:
Support, train and lead customer service team with resolving customer concerns related to installation of flooring products.
Support reduction in escalated issues, conflict resolution, time management and problem solving.
Ability to manage multiple priorities in a fast-paced environment
Strong communication, problem solving, and conflict resolution skills.