B2C Call Center Team Lead

About Us:

Casa de Montecristo gives the adult cigar consumer the premier cigar experience, featuring large selections of premium cigars, modern lounges, walk-in humidors and full bars across the multiple locations in the United States.

Overview:

Under the direction of the Call Center Director, the Sales Team Lead will oversee and support a high-performing sales team in a fast-paced call center environment. This role involves coaching and guiding team members in responding to inbound customer inquiries, resolving issues, and driving sales through exceptional service. The Sales Team Lead ensures the team consistently meets performance targets, provides accurate product and service information, and maximizes sales opportunities. Additionally, they proactively identify and escalate complex issues to the appropriate departments while maintaining a strong focus on customer satisfaction and team success.

Responsibilities:
• Ensure team Customer Sales Specialists (“CSS”) are achieving team and individual bonus objectives.
• Conduct a bi-weekly team meeting to provide group feedback, giving praise where due and suggestions where needed.
• Assist in developing a high-level Customer Sales Team.
• Identify areas of improvement, and other trends on inbound calls, and report to Call Center Director.
• Monitor calls, both live and recorded, to provide continual guidance to CSSs for performance improvement.
• Mentoring Team and CSS’s.
• Work with Trainer/Asst. Manager in the areas of training and development focused on providing our customers with the best customer experience for each call.
• Identify and report CSS related issues (performance and behavioral) to Asst. manager.
• Handle escalated calls if needed and take overflow calls when call volume spikes.
• Process Credits/Returns/Prepaid Orders.
• Review Unprocessed & Unauthorized Orders.
• Ensure proper use of Service Desk Ticketing system by CSSs.
• Manage and respond to Postal Inquiries/Tracers/Postal Intercepts.
• Company Brand Expert: JR Cigars.
• Other duties and responsibilities as assigned.

Qualifications:
• General knowledge of Company policies and procedures.
• Basic understanding of Company products and services.

At least 3 – 5 year of experience in customer service and sales.
• Excellent communication.
• Ability to work well under pressure.
• Ability to use a personal computer and related software applications including. Microsoft Word, Excel and AS400.
• Exceptional Customer Service and communication skills.
• Patience and empathy.
• Time management skills.

Work Environment Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Required to regularly talk and hear
• Required to frequently stand and walk
• Use hands to finger, handle or feel
• Reach with hands and arms