Tulloch Consulting Hiring for Customer Service Lead – Arria Nusutus at Remote Full Time

At NuSutus we provide turnkey business solutions to help you manage your phone-based orders, access unprecedented customer insights and improve your operations. Our hardware is more than just a phone system, and when paired with our adaptable software you can deliver an exceptional customer experience every time.

We are hiring an Exceptional Customer Service Lead (remote). This is a rare opportunity to ensure that every customer is more than satisfied with you and the team’s ability to address their issues and resolve them on a timely basis. We have a proven formula that works, every time. The Customer Service Team is the single point of contact for all things, customers. We give you Standards SOPs (Standards of Performance) and SLAs (Service Level Agreements) to accurately prioritize the urgency level of all tickets, targets, and addresses training issues. You will also serve as an asset to company training programs and provide new Customer Service Agents with new hire training.

What You’ll be doing:
Managing skill-based scheduling and attendance for all customer service agents on the team.

Conducting side-by-side evaluations, remote monitoring, review monthly scorecards, review performance metrics, and quality assurance assessments for all customer service agents.

Managing and configuring the helpdesk CRM and phone system.

Providing timely feedback to the senior leadership team regarding service issues, bug issues or customer concerns.

You will thrive in this role if you:
Have strong customer-focused orientation with strong customer service skills.

Are detailed oriented with exemplary organization skills.

Possess the ability to lead, develop and coach direct reports through a fast-paced changing environment.

Have prior experience in workforce management and scheduling within global time zones.

Have the skill to recognize gaps or support required by team members and are willing to assist.

A keen eye to foresee potential issues, problem solve, and focus on developing a solution.

Love meeting deadlines and changing priorities as needed.

A great listener and a great talker.

Who You are:
Experienced with 5+ years in Customer Service in a service-oriented environment.

Well versed in Customer Service Management and/or supervision.

Knowledgeable in Enterprise Sales with experience in service, software, or technology (a plus).

Proficient in communicating both in writing and verbally in a professional, courteous, and confidential manner.

Adept at working independently and/or collaboratively in a team.

An excellent organizational, interpersonal, as well as written and verbal communicator.

Our solution streamlines operations, efficiently handles call volume and boosts sales with NuSutus hardware and service plans. These plans allow the customer to gain business intelligence and allow our customers to engage with their customers over the phone and differentiate themselves in a competitive retail market.