Client Services Team Lead

Job Title: Client Services Team Lead

Location: Remote - USA

Reports to: Key Account Manager

Department Name: Account Management

Job Types: Full Time, Non-Exempt

Pay Range: $21 - $25/hr. (Actual compensation is commensurate with job related knowledge, skills, experience, etc.)

Overview

The Client Services Team Lead serves as a liaison between Client Services Associate, account manager and other various departments. This primarily involves assuring that all client services issues and requests for additional services are addressed promptly and thoroughly.

Key Responsibilities

• Foster and promote teamwork to support a positive working environment
• Ensure all service issues and requests for additional services are received, documented appropriate, responded to, followed up on, and closed in the system in a timely and thorough manner
• Resolve complex and escalated client issues in an efficient fashion in accordance with our standard operating procedures
• Provide oversight as needed to ensure that team member inquiries or client requests are accurately and efficiently fulfilled
• Ensure and measure effectiveness of issue documentation, resolution, and follow-up for each team member
• Ensure and measure scheduling and completion of additional services with both hauler and store location for each team member
• Ensure and measure the dispatching of extra services in the system
• Track and analyze quality and productivity metrics; Generate and analyze reports to ensure that calls are being effectively managed and closed by team
• Assign as needed and monitor completion of customer service-related projects to team members
• Coach and mentor team members with a focus on continuously improve the quality of customer service

Qualifications

• Bachelor's degree preferred
• 2+ years of customer service experience
• Strong verbal and written communication skills
• Excellent organizational skills with attention to detail
• Must be collaborative and able to work in a team environment
• Ability to create and nurture a positive and productive work environment
• Ability to work under pressure and meet deadlines
• Analytical, research and problem resolution skills
• Ability to work with minimal supervision in decision making
• Ability to work evenings, weekends and holidays as required
• Strong knowledge of MS Office and Excel

Physical Demands and Working Environment

• While performing the duties of this job in a home office setting, the employee is regularly required to work on a computer for extended periods of time. Travel to attend team meetings may be required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions
• To facilitate working from home, and as a requirement for this role, candidates must provide their own eligible, high speed internet access with sufficient bandwidth to execute all job functions. Company laptop will be provided

Benefits 

• Healthcare Benefits: Fully paid medical premiums for all full-time employees and their dependents
• 401(K) with employer match after 90 days of employment
• Maternity/Paternity Leave Policy: Rubicon provides paid maternity leave based on years of service, as well as paid paternity leave
• Generous PTO: Generous paid time off is granted to employees (with proper approvals), with a minimum of 12 days off in your first year of employment plus 11 paid company holidays per year
• Inclusion & Diversity Affinity Groups to support belonging

About Rubicon

Rubicon Technologies (NYSE: RBT) is a leading provider of software-based waste, recycling, and fleet operations products for businesses and governments worldwide. Striving to create a new industry standard by using technology to drive environmental innovation, the company helps turn businesses into more sustainable enterprises, and neighborhoods into greener and smarter places to live and work. Rubicon’s mission is to end waste. It helps its partners find economic value in their waste streams and confidently execute on their sustainability goals. To learn more, visit rubicon.com.

Rubicon is an Equal Employment Opportunity Employer. We also maintain a Drug-Free Workplace.

Rubicon is committed to sustainability and will rely on all employees to serve as an advocate for ESG both internally and externally to help grow the Company’s ESG objectives.

• Environment: Contribute, measurably, to Rubicon’s carbon reduction goal and circular economy efforts
• Social: Support Rubicon’s efforts to cultivate/promote racial and gender equity
• Governance: Advance Rubicon’s commitment to best-in-class governance practices