A service lead manages a team of customer service staff to ensure a high level of customer service for the company. They train staff in various customer service skills, including answering the phone, composing emails, troubleshooting problems, and handling complaints or grievances. Furthermore, they develop strategies to optimize customer service procedures and ensure that these strategies are implemented properly.
Service leads often perform various administrative tasks as well, such as managing employee records, creating progress reports, preparing presentations, and handling the payroll. They also conduct coaching sessions with team members to address performance issues and ultimately help them improve their customer service skills.
Like other customer service jobs, the role of a service lead requires a high school diploma at the very least. However, some employers may look for a bachelor's degree in business, communication, and other relevant fields. More importantly, the job of a service lead requires exemplary customer service, communication, and time management skills.
The average service lead makes about $75,000 per year. Apart from their base income, they may also earn commission bonuses and other performance-based incentives.
There is more than meets the eye when it comes to being a Service Lead. For example, did you know that they make an average of $42.98 an hour? That's $89,408 a year!
Between 2018 and 2028, the career is expected to grow -2% and produce -51,600 job opportunities across the U.S.
There are certain skills that many Service Leads have in order to accomplish their responsibilities. By taking a look through resumes, we were able to narrow down the most common skills for a person in this position. We discovered that a lot of resumes listed Computer skills, Customer-service skills and Interpersonal skills.
If you're interested in becoming a Service Lead, one of the first things to consider is how much education you need. We've determined that 53.0% of Service Leads have a bachelor's degree. In terms of higher education levels, we found that 8.5% of Service Leads have master's degrees. Even though most Service Leads have a college degree, it's possible to become one with only a high school degree or GED.
Choosing the right major is always an important step when researching how to become a Service Lead. When we researched the most common majors for a Service Lead, we found that they most commonly earn Bachelor's Degree degrees or Associate Degree degrees. Other degrees that we often see on Service Lead resumes include High School Diploma degrees or Master's Degree degrees.
You may find that experience in other jobs will help you become a Service Lead. In fact, many Service Lead jobs require experience in a role such as Cashier. Meanwhile, many Service Leads also have previous career experience in roles such as Sales Associate or Customer Service Representative.