Title: CUSTOMER SERVICE TEAM LEADER
Status: Full-Time Salary
Reports To: Vice-President of Sales
Directs: Customer Service and Inside Sales Departments
Salary Range: DOE
Heath Care: Offered in accordance with current company plan
Location: Yonkers, NY, USA
Relocation: Will be considered for right candidate
The Customer Service Team Leader position supervises the customer service representative team on a day-to-day basis.
The position is the first line of management within Altman Lighting. Responsible for ensuring the highest level of service
for our clients, promoting growth and providing leadership that promotes and encourages teamwork.
Ensure employees understand performance expectations and provide feedback, recognition, and training
Responsible for daily operation of the department
Consults with support departments, as necessary
Administers company policies and procedures consistent with sound judgment and fairness
Supervises customer service department activity to ensure a comfortable and professional environment at all
hours of business
Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and
proper procedures, correcting errors or problems
Provide employees with guidance in handling difficult or complex problems and in resolving escalated
complaints or disputes
Communicate with people outside the organization, representing the organization to customers, the public, and
other external sources in a positive manner
Implement corporate and departmental policies, procedures, and service standards in conjunction with
Provide leadership in discussing job performance problems with employees to identify causes and issues and to
work on resolving problems
Train and instruct employees in job duties and company policies or arrange for training to be provided
Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel
Principles and processes for providing customer and personal services. This includes customer needs
assessment, meeting quality standards for services, and evaluation of customer satisfaction
Administrative and clerical procedures and systems such as word processing, managing files and records,
designing forms, and other office procedures and terminology
Principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor
relations and negotiation, and personnel information systems
State law as it pertains to labor force; sexual harassment, payroll, scheduling, discipline, privacy, review, etc.
Comprehensive understanding of call center operations
Time Management concepts and practices
Giving full attention to what other people are saying, taking time to understand the points being made,
asking questions as appropriate, and not interrupting at inappropriate times
Talking to others to convey information effectively
Motivating, developing, and directing people as they work, identifying the best people for the job
Encourage employees through positive communication and feedback
Cope with stress in an appropriate and calm fashion
Encourage and build mutual trust, respect, and cooperation among team members
Ability to work under pressure in a fast paced environment
Ability to sit in workstation, type and work with a computer for long periods of time
Able to lift up to 20 pounds for short periods of time
Requires being open to change (positive or negative) and to considerable variety in the workplace
Experience and Education
Background in theatrical, architectural, film and video lighting preferred
Three years supervisory experience required
Associates/Bachelor’s degree or equivalent work experience required
Computer literacy (Windows Operating Systems and internet applications)
Must speak and write English fluently
Altman Lighting Inc. is an equal employment opportunity company.
The above statements are intended to describe the general nature and level of the work being performed by
people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Altman management
reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
All employees are expected to be flexible and responsive to changes in the scope of their duties.
All employees are expected to be familiar with and adhere to Altman’s Personnel Policies and Procedures.
The work of Altman resembles a high-energy work environment; there is always a high level of energy,
excitement and activity for everyone in the organization. Staff members are expected to consciously and
continuously promote the mission, values, programs, and impact of the organization when presented with
This job description reflects management's assignment of essential functions; it does not prescribe or restrict
the tasks that may be assigned. Critical features of this job are described under the headings above. They may
be subject to change at any time due to reasonable accommodation or other reasons.
How to Apply:
Please email your cover letter and resume to firstname.lastname@example.org.