Race Communications is looking for a Customer Relations Agent Lead to ensure customers receive prompt, courteous service while supervising and mentoring our Customer Relations Agent team. In this remote role, you will manage escalated issues, analyze support metrics, and work with cross-functional teams to enhance the overall customer support experience.
What You'll Do
- Support a team of customer relations agents, providing coaching, training, and mentoring.
- Act as a liaison between the customer relations agent team and customer support management.
- Monitor and analyze customer support metrics, identifying opportunities for improvement.
- Respond to and resolve escalated customer issues, ensuring prompt and courteous service.
- Develop and maintain strong relationships with key customers as their primary point of contact.
- Work with cross-functional teams to develop and implement customer support strategies.
- Help manage customer support projects and initiatives, ensuring on-time and on-budget completion.
- Develop and maintain customer support policies and procedures.
- Monitor customer support tickets to ensure timely and efficient resolution.
- Take direct customer interactions during high-volume periods to assist the team.
- Assist the team with supporting field technicians completing on-site installs and troubleshooting.
- Help identify training needs and support professional development initiatives.
- Onboard and mentor new team members.
- Collaborate with team members to maintain a positive work environment.
- Help ensure team members have the tools and resources needed to succeed.
- Assist in maintaining compliance with company policies, procedures, and regulatory requirements.
- Assist in supervisory tasks such as coordinating assignments, shift breaks, validating transactions, and escalating disciplinary matters.
What We're Looking For
- Eligibility for US Employment without sponsorship.
- Minimum of 18 years of age.
- 2+ years of experience in customer support, with a focus on managing teams.
- A track record of successfully managing multiple priorities and meeting 95% of deadlines consistently over 12 months.
- A track record of resolving 90% of complex customer issues within 24 hours, leading to a 15% increase in customer satisfaction.
- Thorough knowledge of customer service best practices and strategies, with a proven track record of implementing effective solutions.
- Ability to effectively communicate in English, including speaking, reading, writing, and comprehension.
- Proficient use of MS Office applications including Teams, Word, and Excel.
- Functional use of common office equipment, computers, and office software.
Nice to Have
- Experience with customer support software and tools, such as Zendesk or Salesforce.
- Familiarity with customer support metrics and analytics, such as Net Promoter Score (NPS).
- Proficiency in the Spanish language.
Technical Stack
- MS Office (Teams, Word, Excel)
- Customer support software (e.g., Zendesk, Salesforce)
Team & Environment
You will act as a liaison between the customer relations agent team and customer support management, assisting in supervisory tasks on behalf of the reporting supervisor or manager. You will report directly to the Customer Support Manager.
Benefits & Compensation
- Hourly compensation: $25-$28 USD.
- 100% Employer-paid medical, dental, vision, and life insurance.
- 401(k) with 100% Employer match up to 4% of annual income.
- Generous paid time off including sick, vacation, holiday and birthday pay.
- Free Race highspeed internet and phone service where available.
- Free Fiber Internet Service for employee.
Work Mode
This is a remote position open to candidates located in California.
Race Communications is an equal opportunity employer.
