iPostal1 · 1 day ago
Team Lead - Customer Service Transfer Team
Suffern, NY
Full-time
Onsite
Mid, Senior LeveliPostal1 is a cutting-edge leader in the digital mailbox industry, currently seeking a Transfer Team Lead to support their growing customer base. The role involves overseeing the transfer process for customers during mail center closures, ensuring smooth transitions and high levels of customer satisfaction.
Information TechnologyInternet
Responsibilities
Communicating with mail centers that are closing or discontinuing digital mail services to clearly outline their responsibilities and ensure a smooth and seamless transition for iPostal1 customers
Coordinating with active mail centers to determine their capacity and willingness to absorb transferred customers
Notifying affected customers of their upcoming store transfer, expected timelines, and available options
Responding to customer inquiries regarding the transfer process and their preferences
Facilitating the redirection of mail from closing locations to the new iPostal1 mail center selected by each customer
Ensuring the accurate and timely execution of these tasks while upholding high standards of customer satisfaction and maintaining strong relationships with mail center partners
Assisting customers with selecting mail center preferences and recording and processing their selection requests
Troubleshooting customer issues, including processing refunds
Managing temporary account holds, and providing customer support with task completion before transferring
Guiding customers with form support through the transfer process
Working closely with mail centers and internal teams to resolve service-related concerns
Obtaining information from USPS post offices and clearly communicating mail forwarding options to customers
Handling claims and escalations related to lost, delayed, or undelivered items, tracking and forwarding customer mail during and after their transfer
Efficiently handle customer inquiries and process service requests related to the above programs
Work closely with mail centers and internal teams to resolve issues and ensure seamless service delivery
Maintain up-to-date knowledge of each specialized service to provide expert guidance
Take on additional operational tasks and projects as needed to support evolving business needs
When specialized tasks are completed, transition to handling customer support through chat, email, and calls
Qualification
Required
Strong active listening skills
Ability to organize and manage a busy workload
Quick learner of internal systems and processes
Inquisitive and detail-oriented
Results-driven mindset
Strong work ethic
Excellent verbal and written communication skills
Preferred
Previous experience in a lead capacity in a service-oriented or business support role
Benefits
Two-week, paid training
Company
iPostal1
iPostal1 is digital mail service which offers customers a real street address.
Founded in 2015
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
TJ P.
SVP Enterprise and Partnerships
Shlomo F.
GC | VP Strategic Partnerships
Recent News
The Romania Journal
2024-12-03
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