Customer Service Lead
Charleston, SC
Company Overview
CreateSpace, part of the Amazon group of companies, is the leading provider of independent publishing tools and is the best place for authors and publishers to easily create, publish, and sell their work worldwide, inventory-free.
Position Overview
As a Customer Service Lead, you have tremendous influence over the quality of service that CreateSpace publishers receive. Among their many duties, Leads coach performance, monitor team productivity, define internal processes, and identify opportunities for an improved customer experience. Each Lead is responsible for the performance of a 10-12 person team. Success in this role requires a customer obsession, a strong work ethic, good judgment, and the desire to lead in a team environment.
Primary Objectives
· Serve as a resource for team on both policies and procedures
· Assist CS manager with coaching and development of CSAs
· Handle 3rd-tier client escalations
· Monitor team productivity and quality
· Review refunds/compensation requests up to a specified level
· Work with CS manager to analyze and improve departmental processes
· Assist CS manager with the planning and preparation of reports and other documents
· In the absence of the CS manager, assign tasks to maximize efficiency, productivity, and morale
· Communicate effectively with internal domestic and international teams
· Provide feedback to CS manager regarding CSAs progress for performance management
· Continuously seek ways to improve departmental efficiency and scalability

Basic Qualifications:
· Two or more years of customer service experience
· Proficiency in Microsoft Outlook and working knowledge of MS Office applications
· Proven record of exceeding performance goals in current position
· Ability to work a flexible schedule including evenings, weekends and holidays is required

Preferred Qualifications:
· Associate's or Bachelor’s degree
· Experience multi-tasking in a high-volume processing environment while consistently meeting standards for productivity and quality
· Significant phone and online customer service experience preferred
· Experience in a leadership and/or mentoring capacity