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Esri · 3 months ago

Customer Service Team Lead

Redlands, CA

Full-time

Onsite

Mid, Senior Level

$70K/yr - $85K/yr

5+ years exp

Esri is a company that values diversity and innovation, and they are seeking a Customer Service Team Lead to empower a team delivering exceptional customer experiences. The role involves leading a high-performing group of Customer Service Representatives, managing daily operations, resolving escalated issues, and collaborating with various departments to enhance customer service processes.

3D TechnologyAnalyticsBig DataCivicTechData VisualizationInternet of ThingsMapping ServicesRemote SensingSoftware

Culture & Values

H1B Sponsor Likely

Responsibilities

Lead, mentor, and coach CSRs to meet performance goals and uphold service standards. Conduct regular feedback sessions, goal setting, and performance reviews

Manage daily workflows, ensuring timely resolution of customer inquiries, order requests, and profile issues. Monitor team metrics and implement improvement plans as needed

Handle complex or escalated customer issues with professionalism and efficiency. Serve as the escalation point for critical matters

Partner with internal departments (such as product, sales, support) to streamline processes and enhance the customer experience

Analyze service metrics, identify trends, and recommend improvements. Prepare detailed reports for senior management

Qualification

Customer ServiceLeadershipTeam DevelopmentOperational OversightProcess ImprovementDegreeCross-Functional CollaborationDecision-MakingFlexibility

Required

5+ years of professional experience in a similar position, supporting similar responsibilities

Demonstrated leadership capabilities with sound judgment and effective decision-making skills

Highly team-oriented with a strong commitment to achieving shared goals and driving collective success

A strong focus on customer satisfaction and the ability to foster a customer-centric culture within the team

Flexibility to adapt work hours to meet business demands, including team coverage, product meetings, testing assignments, and after-hours support

Bachelor's degree in business or related field

Preferred

Experience or training in leadership to guide and motivate the team towards achieving their goals

Benefits

Medical

Dental

Vision

Basic and supplemental life insurance for employees (and their families)

401(k) and profit-sharing programs

Minimum accrual of 80 hours of vacation leave

Twelve paid holidays throughout the calendar year

Opportunities for personal and professional growth

Company

Esri

Glassdoor4.1

Esri is a software company that devolops geographic information system software, location intelligence, and mapping.

Founded in 1969

Redlands, California, USA

5001-10000 employees

https://www.esri.com

H1B Sponsorship

Esri has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (1)

2022 (5)