Customer Service Team Lead in Florence, AL at AWBC

Date Posted: 10/10/2019

Job Snapshot

Job Description

Under the direction of the Sr. Manager of Human Resources & Customer Service, the Team Lead is responsible for leading a team of Customer Service Representatives (CSRs) to provide excellent customer service and achievement of team and individual goals. The Team Lead audits calls for quality purposes, and is responsible for coaching, motivating, and training new hires and existing CSRs. The Team Lead works to incorporate the company’s passion for core values: Safety & Security, Customers & Quality, Positive Communication, Personable, Integrity, Collaborative, Vigilant, Aspirations, Diplomatic, Resourceful, and Modest.


This position requires working Monday thru Friday 10:30-7:00 PM and an occasional Sunday. 



  • Oversee day-to-day department operations and lead by example.
  • Responsible for continuous coaching, training and development of CSRs.
  • Responsible for maintaining CSR accountability standards
  • Monitors systems and workflow to enhance departments efficiency.
  • Audit CSR calls for quality assurance
  • Conduct side-by-side observance reviews of CSR contacts for coaching and development
  • Responsible for managing escalated calls
  • May also do one or more of the following: write policies and SOP's, provide CSR training, develop CSR training, plan department Associate events
  • Self-manage time and knows to delegate and can meet deadlines
  • Seeks self-improvement training opportunities for self and CSR
  • Inspires team environment while setting clear team goals
  • Ability to work independently or in a collaborative atmosphere
  • Responsible for following all safety rules, regulations and guidelines.
  • Performs other duties as assigned.

Job Requirements


  • Minimum of 3 years related experience in customer service call center environment, leadership experience preferred
  • Working knowledge of coaching team members.
  • In-depth knowledge of Customer Service KPI metrics
  • Proficient PC skills, and proficient with Microsoft Office


  • High school diploma or equivalent GED required. BA degree preferred.


  • Working knowledge of coaching and development of team members
  • Proficient PC skills, and proficient with Microsoft Office
  • Communication Proficiency
  • Organizational and Time Management skills
  • Problem solving/analysis/solution orientated
  • Performance Management


Physical and Environmental Requirements

  • Must be able to sit at a computer or desk for extended periods of time.
  • Must be able to lift objects up to 25 lbs. with or without assistance.
  • Must be able to communicate using speech, sight, and sound with or without assistive device.
  • Must be able to walk up two flights of stairs daily.  


About  American Wholesale Book Company

American Wholesale Book Company, Inc. is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.


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