Under general supervision, the Lead Customer Experience Specialist (LCES) oversees a small team based on language or geographic location. All LCES’s are expected to provide support and guidance to peer CES’s and handle escalations as necessary. All LCES’s are to handle customers in a professional manner which creates customer loyalty and retention by providing service that exceeds customer expectations.
- Assist Regional Customer Experience Supervisor to ensure team members are meeting minimum productively requirements and quality standards
- Upsell products and services via phone, chat, email and social media
- Observe and modify contact labels to track issues and trends that affect customer experience.
- Upload and maintain regional information in knowledge base
- Evaluate and report issues regarding webpage performance and promotions campaigns
- Handle and resolve customer complaints
- Resolve customer escalations in a timely manner
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Manage customer accounts
- Record customer contacts: comments, details, and action taken
- Communicate and coordinate with internal departments
- Follow-up on customer interactions
- Escalate customer issues as necessary for timely resolution
- Directs requests and unresolved issues to the designated resource
- Communicate with CS management – work or staff issues during shift
- Report and help resolve any equipment/technical problems that may occur during shift
- Work directly with customers via e-mail, phone, and chat
Knowledge, Skills and Abilities:
- A professional, positive, and enthusiastic attitude – customer centric
- Bilingual (may be required) – English + other language
- Interpersonal skills
- Communication skills - verbal and written
- Listening skills
- Problem analysis and problem solving
- Attention to detail and accuracy
- Knowledge of customer service principles and practices
- Stress tolerance
- Willing to work weekends if needed
- Computer literate – Gmail, MS Office (Word & Excel)
- Ability to type 40 WPM
Generally requires a minimum of two (3) years related experience, typically in a contact center environment.
High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.