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Team Lead - Client Service

Location : Lancaster, PA
Job Type : Direct
Hours : Full Time
Required Years of Experience : 5+
Required Education : Masters or equivalent experience
Travel : No
Relocation : No
Job Industry : Legal
Job Category : Customer Service and Call Center

Job Description :

Talent Tap is partnering with Harbor Compliance, a leading provider of compliance solutions for organizations of all types and sizes, to hire a Team Lead - Client Service. At Harbor Compliance, we’re steering companies and nonprofits through the steps needed to achieve their organizational goals. From establishing new startups to helping global brands manage their business licenses nationwide, we are looking for exceptionally talented, bright, and driven people who can deliver an exceptional client experience. In our eighth year in business, we are experiencing exponential growth and are seeking top performers who share our values of autonomy, transparency, and excellence.

 

This is an exciting opportunity to work in a very dynamic and growing company. Your work will make a far-reaching impact to our team, services, and processes. Client Service is a new team within our Service Department. This team provides account and technical support to our existing clients, who contact us by phone, email, and chat. Our team prides itself on delivering friendly, helpful service that exceeds our clients’ expectations. The suggestions and feedback we gather from our interactions directly affect how we develop our offerings.

 

Position Responsibilities

 


  • Responsible for driving client success and satisfaction by developing a robust knowledge base and reinforcing trust with each interaction

  • Develop the Client Services Team from the ground up, including build-out of the customer service platform, processes, and staffing

  • Collaborate cross-functionally to develop internal and external resources such as knowledge base articles, Information Center posts, escalation processes, and procedural documentation

  • Drive 100% adherence to established Service Level Agreements, such as CSAT, handle time, and first-contact resolution

  • Consistently meet our organizational health goals linked to Net Promoter Score and client renewal rates

  • Trains and manages Client Service Associates, holding them accountable to individual and team performance


Required Qualifications :


  • Demonstrated experience establishing and growing a customer service team in a B2B company

  • Experience building and maintaining a knowledge base from scratch

  • Demonstrated super-user technical skills within an omnichannel customer service platform

  • Exceptional oral and written communication skills

  • Ability to effectively prioritize work and multitask in a rapidly-evolving environment

  • Enjoys the challenge of new, complex problems and learning new information on-the-fly

  • Effective interpersonal, consultative, and facilitation skills

  • Demonstrated ability to think critically to solve problems and has a figure-it-out mentality

  • 5+ years experience successfully managing a high-performance customer service team

  • Attention to detail

  • Bachelor’s degree or equivalent experience
     


Preferred Qualifications


  • Master's degree in Management or related field

  • Zendesk experience preferred



 

Location and Hours

 

This is a full-time position at our Lancaster, PA office. Travel is not required. Local candidates are preferred. 

 

COVID-19 Update: We take the safety of our staff seriously. Employees may be asked to work remotely and/or to follow guidelines published by the state and CDC as pandemic conditions evolve.



Compensation

 

Competitive salary and generous benefits including paid time off, seven paid holidays, health plan including medical/dental/vision, life insurance, disability, and retirement plan matching. Employees enjoy a relaxed dress code, a pleasant work environment in our spacious headquarters, and an entrepreneurial atmosphere that isn’t hindered by corporate red tape. 

 

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