Lead Customer Service Associate

Job description

Job Description: The Lead Customer Service Associate serves as a front-line leader responsible for delivering exceptional customer service while providing guidance, support, and direction to customer service team members. This role assists with daily operations, resolves escalated customer concerns, supports training and development efforts, and helps ensure service standards, productivity goals, and company policies are consistently met. ## Key Responsibilities ### Customer Service & Support - Deliver outstanding customer service through professional and timely interactions. - Handle complex customer inquiries, complaints, and escalations. - Resolve customer issues efficiently while maintaining a positive customer experience. - Monitor service quality and ensure adherence to established service standards. ### Team Leadership - Serve as a point of contact and resource for Customer Service Associates. - Provide coaching, mentoring, and day-to-day guidance to team members. - Assist with onboarding and training of new employees. - Promote a positive, collaborative, and customer-focused work environment. - Support management in communicating policies, procedures, and operational updates. ### Operations & Performance - Assist in coordinating daily workflow and staffing coverage. - Monitor individual and team performance metrics. - Identify opportunities for process improvements and increased efficiency. - Ensure accurate documentation of customer interactions and case resolutions. - Support compliance with company policies, procedures, and confidentiality requirements. ### Reporting & Administrative Support - Prepare and maintain service reports and operational records as needed. - Track customer satisfaction trends and recommend solutions to improve performance. - Assist management with special projects and departmental initiatives. ## Qualifications - High school diploma or equivalent required; associate's or bachelor's degree preferred. - 2-4 years of customer service experience. - Previous leadership, mentoring, or team lead experience preferred. - Strong communication, interpersonal, and conflict-resolution skills. - Excellent organizational and problem-solving abilities. - Proficiency with customer relationship management (CRM) systems and Microsoft Office applications. - Ability to work in a fast-paced environment and manage multiple priorities. ## Knowledge, Skills, and Abilities - Strong customer service orientation. - Ability to lead by example and influence others positively. - Effective decision-making and judgment skills. - Strong attention to detail and accuracy. - Ability to maintain confidentiality and professionalism. - Excellent verbal and written communication skills. ## Physical Requirements - Ability to remain seated or standing for extended periods as required. - Ability to use a computer and standard office equipment. - May require occasional lifting of up to 25 pounds. ## Success Measures - Customer satisfaction scores. - Resolution and response time metrics. - Team productivity and quality performance. - Compliance with company policies and service standards. - Employee engagement and development support. **Reports To:** Customer Service Manager *Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors.* *Vacancy Status: This posting is for an existing vacancy.* Pay Range $23—$25 CAD **WHAT WE OFFER** - **Career Growth:** An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities. - **Learning & Development:** At SPS, we promote a work culture of learning so that you can develop to be the best at what you do. - **We Recognize Talent:** We offer a variety of recognition programs for all levels of employees. - **Paid Time Off:** Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason. - **Bonuses:** Are available for employee and client referrals for current employees. - **Benefit Offerings:**Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts. - Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering. --- **About SPS** **SPS is a global workplace solutions and business transformation company operating in more than 20 countries**. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings. Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies. --- At SPS we embrace the uniqueness