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Lead customer care representative skills for your resume and career

Updated January 8, 2025
4 min read
Quoted expert
Sally Hiott B.S. MBA, DBA
Below we've compiled a list of the most critical lead customer care representative skills. We ranked the top skills for lead customer care representatives based on the percentage of resumes they appeared on. For example, 29.0% of lead customer care representative resumes contained customer care as a skill. Continue reading to find out what skills a lead customer care representative needs to be successful in the workplace.

15 lead customer care representative skills for your resume and career

1. 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 lead customer care representatives use customer care:
  • Provide work direction and oversight for day-to-day activities of representatives by training, coaching and mentoring less experienced Customer Care Representatives.
  • Improved on all processes and procedures learned while executing duties as Senior Order Processor/Customer Care Representative.

2. Customer Issues

Here's how lead customer care representatives use customer issues:
  • Determined and resolved warranty defects and ordered parts utilizing Titan database to solve customer issues.
  • Collected, analyzed and integrated complex information in order to resolve customer issues.

3. CCR

Here's how lead customer care representatives use ccr:
  • Promoted from CCR, to Lead, to Supervisor to Quality Assurance Specialist.
  • Worked with Wal-Greens during CCR project as TL1.

4. Customer Inquiries

Here's how lead customer care representatives use customer inquiries:
  • Handled inbound customer inquiries from national and some international dealers.
  • Responded promptly to escalated customer inquiries via telephone or email.

5. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how lead customer care representatives use technical support:
  • Promoted from Sales Representative to Technical Support Representative to Lead Technical Representative.
  • Provided expertise and technical support to enhance productivity and quality of Team

6. Process Improvement

Here's how lead customer care representatives use process improvement:
  • Manage projects to facilitate process improvement and data capture as dictated by management.
  • Seek out innovations in process improvement and create better communications and faster resolutions.

7. Inbound Calls

Here's how lead customer care representatives use inbound calls:
  • Received 45+ inbound calls per day while administering help to a team of more than 15 agents.
  • Monitored inbound calls in a call center for team of 6 customer service representatives.

8. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how lead customer care representatives use problem resolution:
  • Provided leadership for problem resolution to facilitate faster improvements and improve working relationships.
  • Answered an average of 100+ calls per typical work day; handling orders and problem resolution.

9. Cash Drawers

Here's how lead customer care representatives use cash drawers:
  • Conducted weekly audits of operational procedures and cash drawers.
  • Managed inventory and balanced multiple cash drawers.

10. 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 lead customer care representatives use outbound calls:
  • Handled over 160 inbound/outbound calls; received and worked from e-mail and faxes on a daily basis.
  • Make daily outbound calls to wounded, ill and injured service members to track their recovery.

11. Customer Calls

Here's how lead customer care representatives use customer calls:
  • Brand Performance, Answer customer calls and chats, place orders and solve issues, Customer service, shipping.
  • Receive customer calls of enquiries and requests for products and services.

12. Customer Interaction

Customer interaction is communication between a company and its customers. Through customer interaction, a company is able to solve the various queries its customers have, convey different packages, and range of services provided by the company, and receive suggestions from the customers.

Here's how lead customer care representatives use customer interaction:
  • Communicated with correspondence team to streamline and improve correspondence response strategy, improving quality of customer interactions.
  • Maintain proper documentation of customer interaction and contacts.

13. Customer Accounts

Here's how lead customer care representatives use customer accounts:
  • Provided consultation and recommendation for the best payment options and arrangements on customer accounts.
  • Demonstrated consistent record of customer accounts.

14. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how lead customer care representatives use troubleshoot:
  • Coordinated with management and IT department to identify challenging areas, develop new procedures and troubleshoot to create high efficiency processing.
  • Read and interpret schematics of electronic devices to troubleshoot and repair commercial and nuclear safety related devices.

15. Customer Problems

Customer problems are a detailed description of issues customers face using the company's product and/or service. This is usually the difference between what a company promises and what its products or services deliver to customers.

Here's how lead customer care representatives use customer problems:
  • Determined alternate solutions to complex customer problems, provided customers with details of options available and expedited shipping as required.
  • Deliver superior customer service while resolving customer problems and concerns regarding debit card claims and other consumer products.
top-skills

What skills help Lead Customer Care Representatives find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What lead customer care representative skills would you recommend for someone trying to advance their career?

Sally Hiott B.S. MBA, DBA

Assistant Professor of Marketing, Charleston Southern University

To stay flexible! The workplace is constantly changing and to be a good employee you need to recognize this. Being agreeable to change and willing to take on more than your job description lines you up for larger opportunities when they arise.
Do you want to know more?
Read more about what experts have to say about lead customer care representative

List of lead customer care representative skills to add to your resume

Lead customer care representative skills

The most important skills for a lead customer care representative resume and required skills for a lead customer care representative to have include:

  • Customer Care
  • Customer Issues
  • CCR
  • Customer Inquiries
  • Technical Support
  • Process Improvement
  • Inbound Calls
  • Problem Resolution
  • Cash Drawers
  • Outbound Calls
  • Customer Calls
  • Customer Interaction
  • Customer Accounts
  • Troubleshoot
  • Customer Problems
  • Billing Issues
  • Customer Complaints
  • Billing Inquiries
  • Customer Service
  • Technical Assistance
  • Floor Support
  • Hippa
  • HIPAA
  • Quality Standards
  • Customer Support
  • Medicaid
  • Product Knowledge
  • QA
  • Account Changes
  • Sprint

Updated January 8, 2025

Zippia Research Team
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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