Customer Service Technical Lead

The Customer Service Technical Lead reports to the Customer Service Supervisor and plays a key role in driving process and technology excellence within the department. This position provides expertise in process improvements, system enhancements, technology implementations, and new technology training.

Requirements

• In-depth understanding of Contact Center operations, CRM, and SAP systems.
• Recognized subject matter expert in Customer Service processes.
• Strong proficiency in PC operations and Microsoft Office applications.
• Solid understanding of the relationship between Customer Service, Collections, and Billing functions.
• Demonstrated experience in documenting Customer Service processes and procedures.
• Excellent verbal and written communication skills.
• Advanced understanding of business operations and cross-functional processes.
• Proven experience in designing, developing, and delivering effective training programs, both in-person and virtual.

Benefits

• Paid time off
• 401k matching
• Retirement plan
• Life insurance