Customer Service Team Lead

Job not on LinkedIn

🔥 42 minutes ago

🇨🇦 Canada – Remote

💵 $21 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Stafford Communications Group

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

Stafford Communications is a division of Premier BPO that specializes in providing comprehensive call center outsourcing services, consulting, and compliance for regulated industries. With nearly 25 years of experience, the company serves a diverse range of sectors, including healthcare, pharmaceuticals, beauty, and food products. Stafford Communications focuses on optimizing customer service initiatives and ensuring they are aligned with marketing programs. The company offers state-of-the-art technology and expert teams to improve customer experiences and streamline call center processes globally from its offices in the USA and Canada.

📋 Description

• Act as a resource to Customer Representatives and provide feedback on consumer interactions • Serve as the first point for escalation and follow up with the manager as needed • Assist in monitoring completeness and accuracy of assignments • Help meet or exceed overall group productivity targets • Perform quality checks of documented interactions in the appropriate system • Provide feedback on grammar and high-quality work according to program SOPs • Assist management with training initiatives and updates of materials • Maintain a monthly QA average of 90% or above • Prepare the weekly CSR schedule in the absence of the Supervisor or Account Manager • Communicate with management about absences, lateness, breaks, and time off • Support new hires and share information and resources • Perform front-line agent duties, including phone, email, and social media, as needed • Perform other duties as assigned

🎯 Requirements

• 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 • Knowledge of Canadian employment practices • Knowledge of Canadian geography • Ability to work evenings or weekends as needed • Knowledge of basic software/hardware troubleshooting • Bilingual (English/French) is considered an asset