Experience Inc. Jobs

We're i Postal1 and we're in growth mode!

This is an exciting time to join our team. Headquartered in New York, we are an established, cutting edge leader in the digital mailbox industry.

Full Time

Team Leader - Chat - Customer Service - Montebello, NY

Montebello, New York

iPostal1 and our parent company USZoom have been pioneering digital mailboxes and mailroom management software since 2007! Our network of digital mailbox locations is the largest and fastest growing with thousands of locations across the U.S. and abroad. We have the most mailbox features and the best customer satisfaction ratings of any digital mailbox provider. We are BBB accredited with an A+ rating.

We are currently seeking a Team Leader - Chat for our Customer Service team in our corporate headquarters in Montebello, NY. The chat team leader is to be the go-to resource for chat agents and managers regarding chat. To join our customer service team, you should be comfortable supporting customers via the phone, on chat and through email, an excellent verbal and written communicator, able to think on your feet and have a positive, team-oriented attitude. If you are interested in working in a fun, dynamic, fast-paced environment, this may be the opportunity for you!

*Please note this is an in-office role, working Monday - Friday; 9:00 AM - 5:00 PM. Remote work is not available.

Responsibilities:

Training

• Oversee and be involved in the training and onboarding of new chat agents. This may include travel to agent locations.

• Interact with agents on a daily basis providing support and leadership.

Agent Performance

• Take responsibility for agent and team performance. (For example: agent knowledge, conformance to established processes, CSAT reviews, # of chats completed, resolve time, etc.)

• Keep a written log of needed improvements and successes for each chat agent on an ongoing basis.

• Review CSAT surveys on a daily basis to identify areas of success and needed improvements. Use these in coaching sessions.

• Be available to chat with customers as needed based on high volume periods, periods when we are short staffed, and/or customer escalations.

• Demonstrate your creativity: For example, create a monthly awards program for the chat team. “Best Agent”, “Rising Star”, Most 5 Star Reviews, Best Customer Review.

Administrative

• Share ideas on how the customer and agent experience can be improved.

• Coordinate schedules to respond to surges in volume to ensure enough agents are available for customers. Communicate with managers to make sure they are aware of any changes.

• If there is a decline in volume, ensure agents are engaged in productive work activities. For example: during a slow period have an ad-hoc chat training, team meeting or general customer service training ready for the agents. Additionally, this time can be used to individually speak with agents providing feedback on successes and areas for improvement.

• Be aware of PTO days, sick days, or other scheduled or unscheduled reduced agent availability. Communicate and coordinate with agents and managers to ensure there are no situations which would create problems delivering a consistent customer experience.

• Additional duties as assigned and deemed appropriate per level including but not limited to handling escalations, team supervision, analytics and reporting.

Requirements:

• Active listening skills

• Results oriented

• Strong work ethic

• Excellent verbal and written communication skills

• Previous experience in a customer service-oriented role

iPostal1 is an Equal Opportunity Employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information, or any other category protected by law.