Customer service is a part of each company regardless of the size. However, for the larger companies, the customer service team may have a team lead. The team lead serves as an intermediary between the customer service team and customer service supervisor.
When the customer service representative does not have enough authority to resolve the customer's complaint, the customer service lead can resolve the issue.
The customer service lead often has more seniority than most of the customer service representatives.
The customer service lead must have the ability to coach the customer service representatives when behavior must be corrected.
The customer service lead may work on process improvement projects. These projects streamline the departmental processes and decrease customer complaints.
Because the customer service lead is in a semi-managerial role, her salary is higher than the rest of the customer service representatives.
- Photo Credit Image by Flickr.com, courtesy of linkadnan ) # 2 (Muhammad Adnan Asim linkadnan
What is Lead Generation?
Sales leads that sell are the heartbeat for any business that hopes to survive. Generating quality, cost-efficient leads is an important process...
Team Leader Job Description
Team leaders perform a range of tasks depending on the type of team they lead. Generally, the team leader manages the day-to-day...
Job Description of a Customer Care Representative
More than 2 million people worked as customer care representatives in 2008, making the field one of the largest occupation groups in...
Effects of Poor Customer Service
If a company provides poor customer service, it will have many disgruntled customers. Many companies have gone out of business because of...
Customer Service Analyst Job Description
Customer service analysts are often responsible for analyzing the operations of a customer service department. They do not have supervisory or budgeting...
What are Leads in CRM?
Customer relationship management (CRM) leads are basic sales leads that have not yet been qualified. When loaded into a CRM sales software...
Roles & Responsibilities of Customer Service
The customer service department fulfills an important role for an organization. Customer service is often the main point of contact for a...
Objectives and Goals of Telephone Customer Service
Customer service departments offer customers support by providing accurate and useful information, handling complaints and offering appropriate resolutions for difficult situations. Representatives...