Customer Service Team Lead

Be the next:

Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career.

Our CX solutions many prestigious brands in in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Team Lead, you will contribute to Premier NX’s success by managing one of our client’s service levels.

Why Work with Us:

We are a place for people who love to help people. We provide customer service to some of the nation’s most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer’s life, at every single opportunity.

We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values.

We are looking to hire a Team Lead role to join our growing team.

What You Will Be Responsible for as Team Lead:

• Act as resource to Customer Reps to provide feedback on consumer interactions.
• Serve as first point for escalation and follow up with manager as needed.
• Assist in monitoring completeness and accuracy of assignments.
• Influence the meeting or exceeding of overall group productivity targets.
• Quality checks of documented interactions in the appropriate system.
• Provide feedback to ensure correct grammar and complete high-quality work according to program SOP's.
• Assist management with training initiatives and updates of materials.
• Maintain a monthly QA average of 90% or above.
• Prepare the weekly CSR schedule in absence of Supervisor or Account Manager.
• Communicate with management about absences, lateness, breaks, and time off.
• Support new hires and share information and resources with others to promote positive and collaborative work relationships.
• Creates a positive and open environment in which people are comfortable expressing their ideas and can ask questions.
• Perform duties of a front-line agent, including phone, email, and social media, as needed.
• Other duties as assigned.
  

We Need People Who Are Great at:

• Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
• Communication, organization, and being a team player.?
• Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities.

What You Will Need:

• Minimum of 2 years customer service experience and demonstrated leadership ability.
• Experience providing customer service online across multiple channels (email, social media & chat)
• Excellent writing skills and verbal communication skills
• Experience with social media management.
• Knowledge of differences between Canada and US grammar, employment practices a knowledge of Canadian geography
• Ability to work evenings or weekends as needed.
• · Knowledge of basic software/hardware trouble shooting
• · Bilingual (English/French) is considered an asset.

Together, we can offer endless possibilities! What is next for you?

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.