TeamLead

**Who we are:** InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations. **Overview:** The onsite Team Lead is responsible for coaching, training, and developing Customer Service Representatives as well as supporting our client’s customers by fielding customer service calls**.** **Responsibilities:** * Answers calls from our client's customers. * Assists with customer inquiries and escalations. * Provides assistance to staff with customer or processing questions. * Assists Call Center Supervisor in providing daily direction and communication to employees so that Call Center work is completed in a timely, efficient, and knowledgeable manner. * Researches and resolves customer issues, escalations, and items flagged for follow-up in system. * Promotes positive work environment by establishing rapport and initiating relationships with colleagues. * Provides appropriate coaching, counseling, direction, and resolution for employees that experience work-related issues. * Escalates employee performance issues, as observed, to Call Center Supervisor for corrective action and training. * Prepares department schedules and reports. * Works on special or ongoing projects that promote process improvement. * Ensures consistency with SOP’s and product procedures. * Assists with on-the-job training of new hires as needed. * Works under the direction of an Assistant Manager and senior management. * Perform additional duties as required by management **Qualifications:** * High School Diploma or GED is required; some college preferred * 2 years of customer service experience is preferred * Must be able to type quickly and