Customer Service Lead

Position Summary:

The Customer Service Lead is responsible for advanced issues and projects in the customer service call center. The incumbent will handle escalated calls with customers, train and mentor Customer Service Reps, and complete special projects for leadership or clients

Essential Functions:

• Train and develop Customer Service Representatives in the department to include new hire training, side by side training, and answering rep questions. Ensure reps are informed on any updates to protocol, festival or company information.
• Complete special project work to include: collecting and analyzing data from phone systems, updating dashboards, collecting and inputting statistical data from phone systems, delegating and assigning project related tasks and ensuring proper and timely completion.
• Act as a contact during customer escalation events, answer escalated customer questions and research and respond to unique customer inquiries. Contact the Client Service Department Lead or escalating the issue if necessary.

Required Qualifications:

• A minimum education level of High School Diploma or its equivalency
• A minimum of 2-4 years of related work experience
• Experience in customer service or sales leadership role (senior agent, lead, or supervisor)
• Excellent listening, written and verbal communication skills with exceptional phone etiquette
• Eagerness to learn with the ability to comprehend and follow directions
• Assertive and results oriented with the ability to multitask and prioritize tasks efficiently
• Knowledge of Google Suite and Microsoft Office: Outlook, Word and Excel with the ability to learn required business systems
• Knowledge of ticketing software preferred

AEG reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. AEG may require an employee to perform duties outside his/her normal description.