Department: Client Service Relations

Reports to: Department Manager

Location: Liverpool

Full-Time: A typical work schedule is standard business hours, with the flexibility required to handle escalations or support during peak times or special projects.

Pay Schedule: Bi-Weekly Pay

Exempt: Compensation starts at $60,000-$65,000 annually, depending on experience

*The salary range reflects the anticipated compensation for the role and may vary based on several factors, including experience, education, specific skill sets, tenure, and overall fit. We value each person’s contributions and understand that every role has unique requirements that influence compensation; however, different roles may require different levels of expertise and qualifications, which can affect compensation. While we strive to maintain fairness and consistency across the organization, differences in responsibilities, qualifications, and market conditions may result in varied compensation levels. Our goal is to ensure that compensation remains equitable, aligned with the demands of each position, and reflective of each employee’s unique value.

Benefits: Begin the first day after the first two full months of employment

Position Summary

The primary purpose of the Customer Service Team Lead is to oversee and guide a team of Customer Service representatives, ensuring they provide high-quality support and achieve service-level agreements (SLAs). Team Lead serves as a bridge between the frontline service representatives and upper management, driving performance, resolving escalated issues, and implementing best practices.

Essential Duties

As the Customer Service Team Lead, you will play a pivotal role in managing the day-to-day operations of the Customer Service group. Your position is integral to maintaining the highest standards of service, contributing to overall customer satisfaction and retention, and aligning the team’s efforts with the company’s customer experience strategy, which is a key driver of our business success.

You will collaborate closely with the Client Relations and Customer Success teams to ensure a seamless customer experience. You will also coordinate with the Production, Quality Control/Compliance, and Project Management teams to address service issues and improvements, demonstrating the role's cross-functional nature and impact on the organization.

The essential functions include, but are not limited to, the following:

• Ensure customer inquiries and issues are resolved promptly and satisfactorily.

• Improve customer satisfaction (CSAT) scores and reduce resolution times.

• Mentor and develop customer service representatives to enhance their skills and performance.

• Implement and uphold customer service protocols and procedures.

• Supervise and support customer service representatives in their daily tasks.

• Assign workload to direct reports to avoid workflow bottlenecks.

• Monitor team performance and provide feedback and coaching.

• Handle escalated issues and complaints.

• Ensure compliance with service protocols and standards.

• Lead projects to improve service processes and efficiency.

• Implement new Client service tools or technologies.

• Organize team training sessions and skill development programs.

  Minimum Qualifications

• At least 3-5 years of experience in Client/Customer service, with at least 1-2 years in a supervisory role.

• Excellent communication and interpersonal skills. Strong problem-solving and conflict-resolution abilities. Leadership and team management skills. Empathy and Client-focused attitude.

• Strong understanding of customer service principles and practices.

• Ability to analyze service metrics and identify areas for improvement.

• Proficiency in customer service software and CRM tools.

• HubSpot Client Service certifications or something similar are preferred.

• Experience reducing average resolution times and escalation rates. Achievement of team performance targets and SLAs is preferred.

• Experience in improving Client satisfaction (CSAT) and Net Promoter Score (NPS), average response, resolution time, first contact resolution rate, Employee engagement, and turnover rates within the team.

• Familiarity with CRM software (e.g., HubSpot, Salesforce) and service platforms.

• Proficiency in using data analysis tools for reporting and performance tracking.

• Must be able to read, write, and clearly communicate in English to perform essential job functions, including understanding work instructions, writing reports, and interacting with customers and colleagues.

  Decision Making

  Decisions significantly affect the strategy, operational, and business decisions that affect the department. Problems are varied, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills and general precedents and practices.

  Independence of Action

  Results are defined, and existing practices are used as guidelines to determine specific work methods and carry out work activities independently; the supervisor/manager is available to resolve problems.

  People Management

  Supervises the work of others, including planning, assigning, and scheduling work, reviewing work, ensuring quality standards, training staff, and overseeing their productivity. May offer recommendations for hiring, termination, and pay adjustments but is not solely responsible for making these decisions.

  Physical Demands and Work Environment

  The physical demands described here represent those that an employee must meet to successfully perform the essential functions of this position.

• Standard office environment with a moderate noise level.

• Some work may be performed in a warehouse or production facility environment.

• Primarily, it is a passive role that involves sitting for extended periods.

• Frequent computer use, including typing and viewing a monitor for long periods.

• Occasional lifting of office supplies or documents weighing up to 20 pounds.

• Ability to move around the office to assist team members or attend meetings as necessary.

• Regular interaction with team members, management, and other departments within the company.

• May require occasional extended hours or flexibility during peak periods or when handling escalations.

  Note

  This job description in no way states or implies that these are the only duties to be performed by this position's employee(s). Employees will be required to follow any other job-related instructions and perform any other job-related duties requested by anyone authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements. They are subject to possible modification to accommodate individuals with disabilities reasonably.

  Immediate Mailing Services, Inc. is an equal opportunity employer and values diversity. Immediate Mailing Services, Inc. is a drug-free workplace that is compliant with applicable ADA regulations. Immediate Mailing Services Inc. is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age/ Immigration status. Immediate Mailing Service Inc. is committed to diversity and inclusion. We seek employees and customers from all backgrounds to join our teams, and we encourage them to bring their authentic, original, and best selves to work. Our employees are expected to do the same. All employment decisions are based on qualifications, merit, and business needs. The company is an equal opportunity employer, a drug-free workplace, and complies with ADA regulations as applicable, including Veterans Disabled.

  To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to their health, safety, or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.