Customer Care Team Lead

The Customer Care Team Lead at PosiGen is responsible for managing escalated customer calls, supervising the Customer Care team, ensuring swift issue resolution, and providing coaching to enhance service consistency and product knowledge. This role also involves monitoring team performance, assisting with project management, and ensuring compliance with regulations and policies.

To qualify for the Customer Care Team Lead position at PosiGen, candidates should ideally possess a High School Degree or GED, with a Bachelor's degree preferred. They should have 2-3 years of relevant experience in customer service, call centers, or collections, along with 1-2 years of supervisory experience. Bilingual skills, prior solar experience, and proficiency in tools like Salesforce or Google Workspace are advantageous.

The Customer Care Team Lead ensures high levels of customer satisfaction at PosiGen by promptly addressing escalated calls, providing effective solutions, and coaching team members to improve their skills. They also monitor team call statistics and leverage data to optimize operations, thereby enhancing the overall customer experience.

The salary range for the Customer Care Team Lead at PosiGen is between $22 to $25 USD per hour, reflecting the level of responsibility and expertise required for this essential role in managing customer relations.

Essential attributes for a Customer Care Team Lead at PosiGen include strong communication skills, adaptability, and the ability to remain calm under pressure. Team Leaders should demonstrate empathy, assertiveness, and a positive attitude, while being skilled in mentoring and fostering a collaborative environment within the team.

When addressing this question, share specific examples of your experience, emphasizing your leadership style, how you inspire team members, and any success stories related to improving customer service metrics.

Provide insights into your approach for managing escalated issues, such as staying calm, actively listening to customer concerns, and collaborating with team members to resolve complaints efficiently. Share a specific instance for context.

Discuss your coaching methodology, highlighting techniques like regular feedback sessions, one-on-one meetings, and hands-on training. Reinforce how these methods lead to improved team performance and customer satisfaction.

Talk about the key performance indicators (KPIs) you track, such as resolution time, customer satisfaction scores, and call volume metrics. Emphasize how this data informs your management strategy.

Use this opportunity to showcase your problem-solving skills by describing the feedback received, the changes you implemented, and the positive impact these changes had on customer satisfaction.

Elaborate on your process for teaching compliance to your team, sharing examples of how you've addressed compliance in past roles and ensured your team understands the importance of adhering to policies.

Explain your experience with Salesforce, such as how you used it to track customer interactions, manage workflows, and analyze data to improve customer service outcomes. Mention any specific achievements if applicable.

Share techniques that amplify team morale during stressful periods, like team-building activities, recognition programs, or open communication. Provide an example of how you’ve implemented these techniques.

Discuss your strategy for conducting performance reviews, setting individual goals, and providing ongoing training, emphasizing how these steps contribute to team development and overall success in your role.

Describe your problem-solving approach, focusing on open communication with team members to identify challenges they face, offering necessary support, and adjusting targets or responsibilities if needed to improve performance.