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Become A Customer Service Team Lead

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Working As A Customer Service Team Lead

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $67,898

    Average Salary

What Does A Customer Service Team Lead Do

Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.

Duties

Customer service representatives typically do the following:

  • Listen to customers’ questions and concerns, and provide answers or responses
  • Provide information about products and services
  • Take orders, calculate charges, and process billing or payments
  • Review or make changes to customer accounts
  • Handle returns or complaints
  • Record details of customer contacts and actions taken
  • Refer customers to supervisors or more experienced employees

Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email, or live chat.

The specific duties of customer service representatives vary by industry. For example, representatives who work in banks may answer customers’ questions about their accounts. Representatives who work for utility and communication companies may help customers with service problems, such as outages. Those who work in retail stores often handle returns, process refunds, and help customers locate items. Some representatives make changes to customers’ accounts, such as updating addresses or canceling orders. Although selling is not their main job, some representatives may help generate sales while providing information about a product or service.

Customer service representatives typically use a telephone, computer, and other office equipment. For example, representatives who work in call centers answer phone calls and use computers to review and select standard responses from a list of options. Those employed in retail stores use registers to process returns or orders.

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How To Become A Customer Service Team Lead

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Do you work as a Customer Service Team Lead?

Customer Service Team Lead Jobs

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Customer Service Team Lead Career Paths

Customer Service Team Lead
Operations Manager General Manager
Account Manager
5 Yearsyrs
Medical Assistant Office Manager
Administrative Manager
6 Yearsyrs
General Manager Technician Service Advisor
Assistant Service Manager
5 Yearsyrs
General Manager Account Executive Office Manager
Business Office Manager
8 Yearsyrs
Project Manager Program Manager General Manager
Center Manager
6 Yearsyrs
Technical Support Specialist Project Coordinator Account Manager
Client Services Manager
7 Yearsyrs
Account Representative Service Representative Customer Care Representative
Customer Care Supervisor
5 Yearsyrs
Account Representative Sales Consultant Internet Sales Manager
Customer Relations Manager
5 Yearsyrs
Account Manager Account Executive Sales Manager
Director Of Sales
10 Yearsyrs
Office Manager Operations Manager General Manager
District Manager
7 Yearsyrs
Call Center Supervisor Call Center Manager Customer Support Manager
Manager, Custom Support And Services
5 Yearsyrs
Medical Assistant Account Representative Account Executive
Relationship Manager
6 Yearsyrs
Technical Support Specialist Specialist Account Manager
Sales Account Manager
6 Yearsyrs
Specialist Account Manager Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Office Manager Account Manager Account Executive
Sales Manager
5 Yearsyrs
Operations Manager Branch Manager Account Manager
Senior Account Manager
7 Yearsyrs
Specialist Security Officer Technician
Service Manager
7 Yearsyrs
Account Manager Senior Account Manager Account Executive
Territory Manager
7 Yearsyrs
Project Manager General Manager Account Executive
Territory Sales Manager
7 Yearsyrs
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Do you work as a Customer Service Team Lead?

Help others decide if this is a good career for them

Average Length of Employment
Top Employers Before
Cashier 7.8%
Teller 6.5%
Manager 2.4%
Internship 2.3%
Top Employers After
Teller 5.2%
Cashier 4.0%
Manager 3.5%
Supervisor 3.3%

Do you work as a Customer Service Team Lead?

Customer Service Team Lead Demographics

Gender

Female

64.5%

Male

33.1%

Unknown

2.4%
Ethnicity

White

61.5%

Hispanic or Latino

16.3%

Black or African American

12.0%

Asian

6.8%

Unknown

3.4%
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Foreign Languages Spoken

Spanish

68.1%

French

8.4%

Portuguese

4.0%

German

3.0%

Italian

2.3%

Chinese

2.0%

Japanese

2.0%

Carrier

1.7%

Mandarin

1.3%

Arabic

1.3%

Russian

1.0%

Hindi

0.7%

Korean

0.7%

Bengali

0.7%

Thai

0.7%

Urdu

0.7%

Swedish

0.3%

Telugu

0.3%

Vietnamese

0.3%

Romanian

0.3%
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Customer Service Team Lead Education

Schools

University of Phoenix

31.1%

Strayer University

7.4%

Ashford University

5.8%

Kaplan University

5.5%

Southern New Hampshire University

5.0%

Liberty University

4.5%

Troy University

3.7%

Florida State College at Jacksonville

3.6%

Grand Canyon University

3.4%

Middle Tennessee State University

3.4%

Columbus State Community College

3.1%

Wake Technical Community College

2.9%

Florida State University

2.9%

Hillsborough Community College

2.8%

Houston Community College

2.6%

University of South Florida

2.6%

Kennesaw State University

2.4%

Georgia Perimeter College

2.4%

Valencia College

2.4%

College of DuPage

2.4%
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Majors

Business

38.3%

Psychology

5.5%

Health Care Administration

5.0%

Management

4.8%

Criminal Justice

4.7%

Accounting

4.6%

Communication

4.2%

General Studies

4.2%

Marketing

3.5%

Nursing

3.4%

Human Resources Management

2.8%

Medical Assisting Services

2.7%

Liberal Arts

2.6%

Computer Science

2.5%

Education

2.2%

Finance

2.0%

English

1.9%

Computer Information Systems

1.9%

Political Science

1.7%

Information Technology

1.6%
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Degrees

Bachelors

34.7%

Other

33.8%

Associate

14.8%

Masters

9.0%

Certificate

5.3%

Diploma

1.5%

License

0.6%

Doctorate

0.4%
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How Would You Rate The Salary Of a Customer Service Team Lead?

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Top Skills for A Customer Service Team Lead

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  1. Customer Service Reps
  2. Phone Calls
  3. Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Coordinated and organized daily schedules and responsibilities of 22 customer service reps.
  • Perform data entry to receive incoming phone calls relating to taking Orders for their products into a computerized automated receiving system.
  • Supervised employees Interact with customers on phone and in person Filing Daily Deposits Decision making Interacting with difficult customers Insure customer satisfaction
  • Managed call center including technical support and customer service representatives, which supported over 4000 customers.
  • Provided high quality customer service by solving difficult customer complaints ensuring customer satisfaction.

How Would You Rate Working As a Customer Service Team Lead?

Are you working as a Customer Service Team Lead? Help us rate Customer Service Team Lead as a Career.

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