Position Summary

We are seeking a highly motivated and detail-oriented Lead Customer Support Account Representative to join our dynamic Customer Support team. In this role, you will be responsible for handling complex customer inquiries, troubleshooting issues, and overseeing customer accounts. You will play a key role in fostering positive customer experience while driving improvements in customer satisfaction and operational efficiency.

Key Responsibilities

• Customer Account Management:
• Serve as the point of contact for escalated customer inquiries, providing advanced troubleshooting and support.
• Oversee a portfolio of customer accounts, ensuring customer needs are met and issues are resolved promptly.
• Ensure timely follow-up on outstanding customer issues and maintain consistent communication to drive customer satisfaction.
• Develop and maintain strong, positive relationships with customers, working to build loyalty and retention.
• Lead Team:
• Lead a team of customer support representatives, ensuring daily operations are running efficiently.
• Provide training, mentorship, and support to team members to ensure they deliver top notch customer service.
• Quality Assurance & Continuous Improvement:
• Review customer interactions and provide constructive feedback to ensure high-quality service delivery.
• Assist in process improvements and best practices to optimize efficiency and effectiveness.
• Track and report on key performance metrics such as response times, customer satisfaction, and issue resolution rates.
• Collaboration:
• Work closely with cross-functional teams, including sales, technical support, product management, warehouse and printing operations to address customer concerns and implement solutions.
• Collaborate with team members to ensure alignment of goals, procedures, and service standards.
• Problem-Solving & Escalation:
• Assist and resolve complex customer issues, identifying root causes and recommending solutions to prevent recurrence.
• Handle customer complaints and escalations with care and professionalism, striving for positive outcomes.
• Documentation & Reporting:
• Maintain accurate and up-to-date records of customer interactions, service issues, and resolutions in the company’s CRM system.

Qualifications

• Education & Experience:
• High school diploma or equivalent required.
• At least 3-5 years of experience in customer service, with a focus on managing customer accounts and providing support in a fast-paced, dynamic environment.
• Experience with customer service ticketing systems (Zendesk)
• Skills & Abilities:
• Strong communication skills, both verbal and written, with the ability to engage with customers professionally and empathetically.
• Excellent problem-solving skills and the ability to think critically to resolve customer issues.
• Ability to work under pressure while maintaining a positive attitude and attention to detail.
• Proficient in customer support software, inventory management systems, and Microsoft Office Suite (Word, Excel, Outlook).
• Experience in warehouse management systems and understanding of warehouse operations and processes.

Physical Requirements

• Ability to sit for extended periods while working at a desk or computer.
• Ability to lift up to 25 lbs occasionally.

Job Type: Full-time

Pay: $24.00 – $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• customer service: 3 years (Required)
• customer service ticketing: 1 year (Preferred)

Ability to Commute:

• Denver, CO 80239 (Preferred)

Work Location: In person