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Customer service team lead skills for your resume and career

Updated January 8, 2025

6 min read

Customer service team lead example skills

Below we've compiled a list of the most critical customer service team lead skills. We ranked the top skills for customer service team leads based on the percentage of resumes they appeared on. For example, 6.1% of customer service team lead resumes contained hr as a skill. Continue reading to find out what skills a customer service team lead needs to be successful in the workplace.

15 customer service team lead skills for your resume and career

1. HR

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

Here's how customer service team leads use hr:

Follow company procedures pertaining to HR processes and handling confidential information.
Counseled on issues of deficiency, coached for improvement and took HR action as required.

2. Inbound Calls

Here's how customer service team leads use inbound calls:

Answered inbound calls providing network/claim status/phone numbers for insurance/medical management companies.
Assisted the Customer Service Representatives and Managers with regulating inbound calls.

3. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how customer service team leads use product knowledge:

Directed customers to material selection with product knowledge and customer service.
Displayed product knowledge and assisted customers in purchasing high-quality products.

4. Front End

Here's how customer service team leads use front end:

Trained front end associates and customer service supervisors abiding by corporate policies.
Coordinated front end operations of a Customer Service Department.

5. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how customer service team leads use customer service:

Team leader responsible for providing customer service consultations regarding specific health contract details as per company policy.
Scheduled, organized and distributed work to customer service representatives while assuring compliance with company best practices.

6. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how customer service team leads use outbound calls:

Demonstrated effective communication and problem solving ability for high volume of incoming and outbound calls.
Perform outbound calls to business individuals to verify contact information and qualify sponsored offers.

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7. Customer Satisfaction

Here's how customer service team leads use customer satisfaction:

Foster goodwill and positive customer service relationship with callers consistent with Avon's standards for customer satisfaction, quality and productivity.
Perform other duties as necessary to maximize profitability, customer satisfaction, and teamwork while protecting company assets and reducing losses.

8. Customer Inquiries

Here's how customer service team leads use customer inquiries:

Removed barriers to job performance and ensured HIPAA and regulatory compliance when initiating disability claims and responding to customer inquiries.
Exemplified high departmental customer survey scores consistently by providing superb customer service, addressing all customer inquiries and one-time resolutions.

9. Customer Complaints

Here's how customer service team leads use customer complaints:

Earned solid problem-solver reputation, expeditiously resolving hundreds of customer complaints and sensitive situations to ensure customer satisfaction and on-time operations.
Deal efficiently with high volume escalated customer complaints, limiting callbacks, redirecting negative behaviors into positive habits.

10. Credit Card

A type of card issued by banks and other financial institutions, that enable users to manage and borrow their finances is called a credit card. The funds borrowed from a financial institution through a credit card are meant to be paid back along with certain amounts of interest imposed by the bank.

Here's how customer service team leads use credit card:

Manage a portfolio of operations/individuals to ensure complete and accurate handling of all credit card loans
Monitored credit card activity protecting our card members credit card fraud

11. Customer Service Reps

Here's how customer service team leads use customer service reps:

Communicate policies and procedures to keep customer service reps current and positively impact first call resolution.
Coordinated and organized daily schedules and responsibilities of 22 customer service reps.

12. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how customer service team leads use customer care:

Reviewed and evaluated investigations completed by Customer Care for completeness and adherence to VMU policy.
Recognized internationally across company as Top Customer Care Representative for providing superior customer service.

13. Customer Issues

Here's how customer service team leads use customer issues:

Worked collaboratively within a team-oriented call center to place orders, maintain accounts and to identify and resolve escalated customer issues.
Guide resolution of escalated calls by utilizing knowledge and available resources to resolve customer issues and negotiate sensitive and stressful situations.

14. Sales Floor

The sales floor is the area in a company or a business that is specified for retail activities or is designated as the selling area of the shop. A car showroom can be considered a sales floor, as it has cars in its display which are to be sold. A sales floor is generally crowded with sales assistants who are there to help you out while you can search and check out the products. Generally a sales floor has free access to the public and they can observe, view and get information about the product that is being sold.

Here's how customer service team leads use sales floor:

Maintain a competitive edge on the sales floor to keep my team motivated and perfect their performance.
Checked in new inventory to the stockroom Organized the inventory in stockroom Marketed merchandise on the sales floor

15. Customer Support

Here's how customer service team leads use customer support:

Improved performance-coaching delivery across customer support department resulting in a significant reduction in customer-service quality complaints.
Administered second level customer support by handling escalated customer service issues or questions.

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List of customer service team lead skills to add to your resume

The most important skills for a customer service team lead resume and required skills for a customer service team lead to have include:

HR
Inbound Calls
Product Knowledge
Front End
Customer Service
Outbound Calls
Customer Satisfaction
Customer Inquiries
Customer Complaints
Credit Card
Customer Service Reps
Customer Care
Customer Issues
Sales Floor
Customer Support
Quality Standards
Performance Reviews

Customer Accounts
Customer Orders
Medicare
Corrective Action
Order Entry
Process Improvement
Escalation Calls
Performance Feedback
CSRs
Problem Resolution
Customer Interaction
Billing Issues
Groceries
QA
Call Monitoring
Performance Evaluations
Quality Customer Service

Medicaid
Direct Reports
Telephone Calls
Computer System
Call Handling
Payment Arrangements
POS
Billing Inquiries
PowerPoint
Training Classes
Customer Calls
Cash Drawers
Cash Registers
Technical Issues
FedEx

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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