Internet Customer Service Lead

Job Overview:
Internet Customer Service Leads are responsible for coaching and motivating Internet customer service telephone representatives to assure departmental objectives. Supervisory responsibilities include responding to customer service calls, and assisting with call flow and staffing strategies.

Key Accountabilities:

	Supervise, train, and coach Internet customer service telephone representatives.
	Ensure the accurate and timely processing of all Internet correspondence and Internet telephone calls.
	Monitor call and e-mail volume and adjust staffing levels as needed.
	Effectively answer and resolve customer issues via phone and e-mail using excellent customer service skills.
	Initiate, participate in and complete special projects that enhance the overall performance of the department.

Skill Requirements:
Requirements for this position include a high school diploma or general education degree (GED), excellent customer service, problem solving, analytical, decision-making, communication, follow-up, and organizational skills. Typing and computer skills are required. Supervisory experience is preferred.