JOB DESCRIPTION

Do you have a passion for leading teams and a talent for resolving customer issues effectively?

About Us: Phyllis Song Consulting is a dedicated Virtual Assistant agency that connects talented professionals with fulfilling remote roles. We empower our team members to excel with continuous training, a supportive work culture, and exciting opportunities to develop their skills in customer service, sales, and more. Join us to be part of a dynamic community where your growth is our priority!

Job Description: We are seeking an experienced Customer Service Team Leader to manage a team of customer service representatives, drive high standards in customer care, and create a positive environment that fosters professional development. This role requires strategic thinking, empathy, and a proactive approach to problem-solving. You will play a pivotal role in creating and implementing customer service policies, overseeing complaint resolutions, and ensuring efficient day-to-day operations.

Key Responsibilities:

• Team Leadership : Lead and mentor a team of customer service representatives, creating a cohesive and positive work environment.

•Customer Support Strategy: Develop and implement effective customer service policies and processes to enhance customer satisfaction.

• Performance Metrics and Reporting: Track, analyze, and report KPIs to evaluate team performance, identify areas for improvement, and develop actionable plans.

• Complaint Resolution: Address escalated issues and work directly with customers to resolve complaints with care and efficiency.

• Training and Development: Conduct regular training sessions to improve team members’ product knowledge, communication, and customer service skills.

• Cross-Departmental Collaboration: Work with sales, product, and marketing teams to ensure consistent, customer-aligned communication.

• Resource Management: Manage scheduling, workload, and resource allocation to optimize team efficiency.

Qualifications:

• 3+ years of customer service experience, including at least 1 year in a leadership role.

• Proven skills in team management, conflict resolution, and effective communication.

• Strong analytical skills with experience tracking and reporting on performance metrics.

• Commitment to customer service excellence and satisfaction.

• Familiarity with CRM platforms and customer service software.

• Flexibility to adapt to changing customer needs and processes.

Tools You Will Use:

• CRM systems and customer support software

• Productivity tracking tools

Details:

• Working Hours: Full-time, 8 AM - 5 PM EST (Graveyard Shift)

• Starting rate: $5/HR

Preferred Traits:

• Strong leadership qualities with a track record of motivating and developing teams

• High adaptability and critical thinking abilities

• Strong commitment to customer care excellence

• Technically proficient with the ability to navigate various CRM platforms

Non-Negotiables:

• Screenshot and productivity tracker required.

• Adherence to Graveyard Shift (US timezone).

Benefits:

• Paid 30 business days of training focused on mindset and skillset.

• Work-from-home opportunity.

• Bonuses for the 7th month, annual anniversaries, and performance achievements.

• Access to an extensive library of training resources.

• Weekly payments.

Be part of a strong VA community with consistent growth support.

How to Apply: Please answer the following questions to help us determine if you’re a good fit for this role:

• Who is the most influential person in your life and how did they impact you?

• What is the toughest obstacle you have encountered in life? Did you overcome it? How?

• How would you define success in your personal and professional life?

• Can you share a time when you made a mistake at work? How did you handle it?

• Describe a situation where you faced significant challenges. How did you stay motivated and persevere?

• Can you provide an example of when you had to creatively solve a problem with limited resources?

Why Join Us? At Phyllis Song Consulting, we’re dedicated to fostering a work environment that values growth, collaboration, and customer service excellence. If you’re ready to take your customer service career to the next level, apply now!