Help Desk Lead

Takes responsibility for handling calls in a timely manner. Answer phones to respond to orders, general customer inquiries, invoice questions and customer complaints. Project a professional company image through phone interaction.

Duties include:
Update and maintain work order standards and any other client forms used by the call center

Updates and maintains weekly, daily and monthly client reports

Answer phones and respond to customer requests

Coordinates and/or Organizes monthly lead meetings

Enter, dispatch and complete customer Work Orders, via computer systems, to appropriate staff

Identify, research and resolve customer issues using the computer system

Follow-up on customer inquiries not immediately resolved

Follow-up and respond to call center employee and/or client concerns

Complete call logs and reports

Recognize, document and alert the supervisor of trends in customer calls

Recommend process improvements

Supervisory responsibilities as required or assigned
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