Customer Service Lead

About the role

Netvendor is seeking a dedicated Customer Service Lead to join our team in Tualatin, Oregon. This full-time position is ideal for an individual who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences. As the Customer Service Lead, you will oversee a team of customer service representatives, ensuring that our clients receive timely and effective support. You will play a critical role in enhancing our customer service processes and fostering a culture of excellence within the team.

Key facts

What you'll do

• Lead and mentor a team of customer service representatives, providing guidance and support to enhance their performance and professional development.
• Develop and implement customer service policies and procedures that align with Netvendor's mission and values, ensuring a consistent and high-quality customer experience.
• Monitor team performance metrics and customer feedback to identify areas for improvement and implement strategies to enhance service delivery.
• Collaborate with cross-functional teams, including sales and operations, to address customer inquiries and resolve issues efficiently.
• Conduct regular training sessions for team members to ensure they are equipped with the necessary skills and knowledge to assist customers effectively.
• Handle escalated customer complaints and complex inquiries, providing timely resolutions and maintaining positive relationships with clients.
• Analyze customer service trends and data to inform decision-making and drive continuous improvement initiatives.
• Foster a positive team environment that encourages collaboration, innovation, and accountability among team members.
• Prepare and present regular reports on team performance, customer satisfaction, and operational efficiency to senior management.
• Stay updated on industry trends and best practices in customer service to ensure Netvendor remains competitive in the market.
• Participate in recruitment efforts to attract and hire top talent for the customer service team.
• Serve as a point of contact for customer service-related inquiries from other departments within the organization.

Requirements

• Bachelor's degree in business administration, communications, or a related field.
• A minimum of 3 years of experience in customer service, with at least 1 year in a leadership or supervisory role.
• Proven track record of managing a team and driving performance improvements in a customer service environment.
• Strong problem-solving skills and the ability to handle difficult situations with professionalism and empathy.
• Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
• Proficiency in customer service software and tools, as well as Microsoft Office Suite.
• Ability to work flexible hours, including evenings and weekends, as needed.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities simultaneously.
• A customer-centric mindset with a passion for delivering exceptional service.

Nice to have

• Experience in the technology or software industry is a plus.
• Familiarity with CRM systems and customer support platforms.
• Previous experience in training and developing team members.
• Knowledge of customer service metrics and performance measurement tools.
• Bilingual skills are a plus, particularly in Spanish or another language.

Skills & tools

• Customer service management software (e.g., Zendesk, Freshdesk)
• Microsoft Office Suite (Word, Excel, PowerPoint)
• Data analysis tools for performance tracking
• Communication platforms (e.g., Slack, Microsoft Teams)

Practical notes

• This position is based in Tualatin, Oregon, and may require occasional travel for training or team-building activities.
• The salary for this role will be competitive and commensurate with experience.
• Netvendor is committed to fostering a diverse and inclusive workplace and encourages applications from individuals of all backgrounds.
• Interested candidates can apply through our careers page at [Netvendor Careers](https://netvendor.bamboohr.com/careers/89).

Join us at Netvendor and be a part of a team that values innovation, collaboration, and exceptional customer service. We look forward to your application!