Customer Service Team Lead - Remote

IEM is looking to add a Full Time- Customer Service Team Lead to our growing team; the primary responsibility of a customer service team lead is managing a team of customer service personnel. The customer service team lead manages employee schedules and ensures that the department is adequately staffed during peak times. Additionally, a customer service team lead also answers team members' questions and provides advice throughout the shift while handling escalations as needed.

Primary Location:

• Live anywhere that meets remote work requirements in the United States including Puerto Rico.
• Work remotely from home or personal office location.

Essential Functions:

• Work closely with the team, motivating and coaching them.
• Hosting 1-2-1's and team meetings.
• Keeping up to date with project initiatives.
• Reporting daily to the Customer Service Manager and Director trends and issues.
• Manage day-to-day line activities, priorities and make risk/impact assessments within existing processes and procedures towards achieving SLAs.
• Ensure training and development plans are maintained for all team members.
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Work with the management team to identify and deliver positive changes and business efficiencies.
• Handle day-to-day escalations while coaching agents as needed.
• Escalate any appropriate problems to senior management.

Minimum Qualifications:

• Degree: High school diploma or equivalent.
• Experience: One (1) year of experience working in a call center or face-to-face customer service environment.
• Team management experience of some kind.
• Strong coaching and people-development skills through call listening and quality feedback.
• Ability to deal with demanding customers and escalations from the Customer Service team.
• Creative thinking is a must in this face-paced environment.
• Good understanding of systems and processes.
• Experience using Microsoft products such as Word, Excel and Outlook.
• Ability to demonstrate both empathy and professionalism.
• Proactive and promotes a positive work environment.

Preferred Qualifications:

• Previous experience in a Disaster Recovery call center.
• Previous experience managing a customer service team within a call center.

Additional Information:

• Remote Locations: All remote work environments require the ability to maintain minimum Internet speeds of 25 Mbps upload and 3 Mbps download, as well as a ping rate of 100 ms or less during working hours, regardless of the type and number of devices using your Internet connection. You must also have account privileges and access to your Internet service provider account during working hours for the purpose of maintaining the Internet connection, if needed.

Benefits and more:

• Annual salary is based on location and experience: $60,000 - $70,000
• 10 paid Holidays
• Vacation Pay
• Sick Pay
• 401 (K) plan with matching
• Company paid STD and LTD

Equal Employment Opportunity: All IEM employment decisions, including recruiting, hiring, placement, training availability, promotion, compensation, evaluation, disciplinary actions, and termination of employment, if necessary, are made without regard to an individual's race, color, religion, creed, sex (including sexual orientation, gender identity, and gender expression), national origin, ancestry, age, physical or mental disability, medical condition, genetic information, pregnancy (including childbirth and related medical conditions), marital status, military or veteran status, citizenship or immigration status, or any other characteristic protected under applicable law.

Reasonable Accommodation: IEM is committed to providing reasonable workplace accommodations for individuals with disabilities. If you require assistance or reasonable accommodation during any part of the application or employment process, please email IEMhumanresources@iem.com with specific details about the requested accommodation. All accommodation requests are reviewed case-by-case in compliance with applicable law.