Lead Customer Service Representiative at Meta Power Solutions – Palm Beach Gardens, Florida

A Lead Customer Service Representative Location and Schedule
- Onsite: 270 North Congress Avenue, Lake Park, Florida
- Schedule: Monday Friday, 8:30 am to 5:00 pm
- Employment type: Full-time, salary position About Meta Power Solutions
- Meta Power Solutions is a leader in innovative energy solutions, dedicated to providing exceptional service and support to our customers. We pride ourselves on our commitment to sustainability and cutting-edge technology, ensuring that our clients receive the highest quality products and services. Job Description
- We are seeking an experienced Lead Customer Service Representative to oversee and enhance our customer support operations. The ideal candidate will have 5+ years of experience in customer service with a demonstrated ability to lead teams, improve processes, and maintain high levels of customer satisfaction in a fast-paced environment. Key Responsibilities
- Lead and mentor the customer service team to ensure timely and effective responses to inquiries and issues.
- Respond to complex customer inquiries and issues; provide product information and service-related guidance.
- Analyze customer feedback and service metrics to identify and implement improvements in service delivery.
- Collaborate with cross-functional teams (sales, engineering, procurement, logistics, and product management) to address complex customer needs.
- Manage and resolve escalated customer complaints, focusing on customer satisfaction and retention; serve as point of contact for high-priority cases.
- Maintain accurate records of customer interactions and transactions in the Salesforce CRM system; ensure data integrity and reporting.
- Monitor, train, and develop team members; identify staffing needs and succession planning.
- Stay current with product knowledge and industry trends to provide informed support to customers.
- Contribute to process improvements, standard operating procedures, and knowledge base updates.
- Assist in setting service level agreements (SLAs) and KPI targets; track performance and implement corrective actions as needed. Qualifications
- Bachelors degree in Business Administration, Communications, or a related field preferred.
- 5+ years of experience in customer service, with a track record of leadership or supervisory roles; experience in the energy or technology sector is a plus.
- Salesforce experience is highly desirable.
- Strong leadership, communication, and interpersonal skills; ability to build and coach relationships with customers and team members.
- Proficient in customer service software and Microsoft Office Suite.
- Experience in live chat, social media, and AI tools to enhance the customer service experience.
- Strong problem-solving skills, conflict resolution abilities, and the ability to work under pressure.
- A customer-focused mindset with a passion for delivering exceptional service. What We Offer
- Competitive salary and benefits package.
- Opportunities for professional development and career advancement.
- A dynamic and supportive work environment.
- The chance to make a meaningful impact in the energy sector.