Customer Service Team Lead
At American International Group, we are dedicated to providing exceptional customer service to our clients. As a Customer Service Team Lead, you will play a crucial role in leading and developing a team of customer service representatives to ensure our clients receive the highest level of support and satisfaction. We are seeking a highly motivated and experienced individual who is passionate about customer service and has the skills to guide and mentor a team. If you have a strong background in customer service and leadership, and are looking for an opportunity to make a positive impact, we encourage you to apply for this role.
- Lead and mentor a team of customer service representatives to ensure a high level of support and satisfaction for our clients.
- Train new team members and provide ongoing coaching and development to existing team members.
- Monitor and evaluate team performance, providing feedback and implementing improvement plans as needed.
- Create and maintain a positive and collaborative team environment, promoting teamwork and effective communication.
- Act as a point of escalation for complex customer service issues, providing guidance and resolution.
- Develop and implement customer service strategies and procedures to improve efficiency and effectiveness.
- Analyze customer service metrics and trends to identify areas for improvement and develop action plans.
- Collaborate with other departments, such as sales and operations, to ensure a seamless and positive customer experience.
- Stay updated on company products, services, and policies to effectively assist customers and train team members.
- Handle sensitive and confidential customer information in a professional and ethical manner.
- Represent the company in a professional and positive manner to maintain a strong relationship with clients.
- Keep up-to-date with industry trends and best practices in customer service to continuously improve our processes and procedures.
- Communicate regularly with management to provide updates on team performance, challenges, and opportunities.
- Foster a culture of continuous improvement and innovation within the customer service team.
- Lead by example and uphold the company's values and standards at all times.
Experience In Customer Service: A Minimum Of 3-5 Years Of Experience In A Customer Service Role, Preferably In The Insurance Or Financial Services Industry. This Experience Should Include Handling Complex Customer Inquiries, Managing Customer Escalations, And Providing Exceptional Customer Service.
Leadership Skills: Proven Ability To Lead And Motivate A Team Of Customer Service Representatives, While Maintaining A Positive And Professional Work Environment. This Includes Setting Clear Expectations, Providing Regular Feedback, And Developing Team Members' Skills.
Excellent Communication Skills: Strong Written And Verbal Communication Skills Are Essential For A Customer Service Team Lead. This Includes The Ability To Effectively Communicate With Customers, Team Members, And Other Departments Within The Organization.
Problem-Solving Abilities: The Ability To Think Critically And Creatively To Resolve Customer Issues And Find Solutions To Complex Problems. This Includes The Ability To Analyze Data, Identify Trends, And Implement Process Improvements To Enhance The Customer Experience.
Knowledge Of Insurance Industry: A Deep Understanding Of Insurance Products, Services, And Processes Is Important For A Customer Service Team Lead At American International Group. This Includes Knowledge Of Underwriting Guidelines, Policy Coverage, And Claims Procedures To Effectively Assist Customers And Support The Team.
Performance Management
Training
Communication
Time Management
Coaching
Organizational Skills
Leadership
Conflict Resolution
Team Building
Customer Relations
Problem-Solving
Adaptability
Communication
Conflict Resolution
Leadership
Time management
creativity
flexibility
Teamwork
Adaptability
Problem-Solving
Empathy
According to JobzMall, the average salary range for a Customer Service Team Lead in Houston, TX, USA is between $35,000 to $60,000 per year. This can vary depending on factors such as the company size, industry, and years of experience.
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American International Group, Inc., also known as AIG, is an American multinational finance and insurance corporation with operations in more than 80 countries and jurisdictions.
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