Customer Service Team Lead

About the Role:
As a Customer Service Lead, you are recognized as a top expert in operational and administrative processes. Your role involves handling the most challenging tasks and providing strategic guidance to improve overall customer service operations. You will be instrumental in fostering a culture of excellence within the team and driving continuous improvement initiatives.

Responsibilities:
• Address the most complex and high-impact customer issues.
• Serve as the primary point of contact for escalations and critical inquiries.
• Lead the development of advanced customer service policies and procedures.
• Provide strategic insights and recommendations to senior management.
• Mentor and coach all levels of customer service staff.
• Spearhead initiatives to enhance overall customer satisfaction and loyalty.
• Oversee the implementation of major process improvements.
• Evaluate and optimize resource allocation and operational efficiencies.
• Ensure continued compliance with evolving industry regulations.
• Represent the company in high-level customer interactions and negotiations.

Skills:
• Exceptional Communication: Masterful in all forms of communication.
• Strategic Leadership: Visionary in developing and guiding customer service strategies.
• Complex Problem Resolution: Expertise in resolving the most challenging issues.
• Advanced Mentorship: Exceptional ability to mentor and empower team members.
• Innovation Management: Leading initiatives for process and service innovations.
• Advanced Analysis: Expertise in interpreting complex data and strategic insights.
• Compliance Mastery: Thorough and up-to-date understanding of regulatory compliance.
• Customer Advocacy: Champion of customer needs and advocate for customer-centric improvements.
• Has highly specialized knowledge and serves as a subject matter expert to the team in an operational or administrative area
• Adapts and modifies established processes and practices to anticipate recurring operational or administrative issues and problems, enabling others to resolve issues more independently
• Completes operational or administrative work without clear guidelines and based on past experience
• Communicates highly sensitive and/or confidential information with more senior levels in other departments and/or outside organizations
• May serve as a team lead and spend a portion of time providing team leadership including scheduling and mentoring others

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.