Bilingual Customer Service Team Lead

POSITION PURPOSE

The Customer Service Team Lead is accountable for creating and maintaining a positive and customer-centric team culture and handling escalated customer concerns. Additionally, manage a high volume of calls and emails in a timely manner to ensure customer satisfaction.

POSITION FUNCTIONS:

· Foster a positive and customer-centric team culture.

· Handle escalated customer issues and complaints.

· Work with the Director of Customer Success to develop and implement/maintain customer service policies and procedures.

· Monitor customer satisfaction metrics and identify improvement areas.

· Emails (OS Ticket Tracking)

· Inbound & Outbound Calls

· Work with the Director of Customer Success to analyze customer data to identify trends and opportunities.

· Collaborate with other departments to resolve customer issues.

· Assist with overseeing daily customer service operations and ensuring efficiency.

· Utilize customer service tools and technology effectively.

· Help field questions from other departments.

POSITION GOALS:

· Teamwork- Contribute to the level of trust, confidence and respect all team members have in the reliability of my job performance by demonstrating a commitment to Artemis and team goals; completing tasks in a timely and effective manner; encouraging and helping others; and participating in process improvement teams.

· Inquiries, requests, disputes and complaints- Ensure the timely, efficient customer- oriented response to each inquiry, request, dispute or complaint from homeowners, Title Companies, Attorneys, Lenders, Realtors, Bank representatives, Lien Servicing Companies, and others (via telephone, e-mail and face to face) by developing and maintaining a team that delivers the BEST (Build relationships, Establish needs, Solve problems and Take personal responsibility) every single time.

· Special projects as assigned- Ensure the on time, on budget completion of special projects that meet agreed objectives by confirming details, developing and implementing project plans (resources, tasks, timelines), tracking progress and reporting progress as required. These can be tasked at any time and would take priority over other duties if instructed.

QUALIFICATIONS:

· Proven experience in a customer service leadership role.

· Strong leadership and interpersonal skills.

· Excellent problem-solving and decision-making abilities.

· Strong communication and organizational skills.

· Ability to work under pressure and meet deadlines.

· Proficiency in customer service software and tools.

· Excellent people skills and proven ability to maintain working relationships with developers, board members, vendors, and other fellow employees.

· Strong attention to details

Job Type: Full-Time, In-Office, Monday-Friday 8:00am-5:00pm