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Client Service Leader - Commerce Solutions - Tempe, AZ

Job Description

This role is responsible for leading the team that manages escalated complaints from Clients.  Additionally, this role is responsible for coaching the specialist's to effectively researching issues, maintaining account records, and communicating resolutions internally and externally with all levels of Leadership within Commerce Solutions.  Successful candidates understand the importance of providing a superior employee and customer experience as a result of the skillful and timely handling of escalated matters.
Other Responsibilities (but not limited to):

-Driving Customer Advocacy Team performance including attaining service levels (Executive Office, Customer Direct, and Survey complaints) and quality results of complaint handling

-Drive complaint identification accuracy within the Business

-Support Customer Experience Governance to identify opportunities within complaints, engage the appropriate business partners, and support providing transparency for Community Segment integration initiatives.

-Deliver Customer Experience Team management routine and improve employee experience.

-Increase reporting efficiency and optimize reporting


·         HS diploma or GED equivalent

·         1-2 years Commerce Solutions experience preferred

·         2-5 years Leadership experience

·         Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)

·         Strong written and verbal skills needed

·         Meets Expectations or higher on latest performance review

·         Solid Customer Service skills

Req #: 160017119
Location: Tempe, AZ US
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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