The service team leader is generally considered part of the customer service department. They are responsible for leading a team of customer service agents and technicians to ensure that all clients have a high-quality customer service experience. The service team leader's day-to-day responsibilities include interviewing, hiring, motivating, and coaching customer service representatives and technicians. Additionally, they are responsible for assisting the customer service manager with staff selection, training, and scheduling. The service team leader oversees the customer service "floor" and ensures any customer service complaints are handled efficiently and effectively. This position is generally full time, although overtime hours may be necessary during certain times of the year. A majority of time is spent in an office environment, though some outside travel to customer locations may be required.
Service team leader jobs usually require at least a high school diploma or equivalent; a bachelor's degree in business, sales, or another relevant field may be preferred. At least one to three years' experience in a sales or marketing environment. Excellent leadership, multitasking, and time-management skills are required, as is the ability to work on multiple projects at a time. Strong written and oral communication skills, attention to detail and the ability to work independently are important, as is the ability to sit and use a computer for extended periods of time.
Service Team Leader Tasks
Investigate and resolve problems.
Coach and train staff.
Lead a team in serving customers and ensuring compliance.
Recruit, hire, and schedule staff.