Customer Service Team Lead (Buffalo NY office)

Customer Care / Service Team Lead VOIP Supply a Sangoma's company value proposition is audaciously simple, our solution is highly scalable, and our service reliability is unparalleled.

Sangoma offers the only global fully integrated communication and productivity SaaS platform in the market, which includes UCaaS, Collaboration, Video, Contact Center, Virtualization, Access Controls, and Trunking.

Customer Care Lead is responsible for helping customers with questions or concerns regarding VoIP Supply's products and services.

Their duties include communicating with customers over the phone or via email, filling out forms after each interaction to determine frequent customer feedback or questions, and participating in meetings with the customer service team to develop new strategies.

Your Role: * Answer inbound customer experience calls and chats.

* Provide information and or quick issue resolution.

* Answer inbound customer experience emails.

* Provide information and or quick issue resolution.

* Assist sales representatives with customer experience-related issues.

* Provide information and or quick resolution.

* Work with other customer experience associates to call each customer to confirm orders and deliver tracking and invoice information.

* Assist in processing incoming returns from customers.

Process RTV's * Help facilitate technical support requests to vendors/distributors.

* Other tasks as assigned by management discretion.

Your Background: * At least three years of experience in customer service * Excellent communication abilities, including written and verbal communication * Patience, empathy, and professionalism * Good problem-solving and decision-making capabilities * Basic computer skills, including data entry, website navigation, and other software * Effective time management, prioritization, and multitasking skills * Ability to work in a team setting * In-depth understanding of the company's products or services * Prior experience with the VOIP industry * Strong Gsuite skills What We Offer: * Full Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period.

* Matching 401K program - 100% match on 4%. * Flexible Time Off & Company Holidays.

* Entrepreneurial work environment partnered with high-growth career opportunities.

* Compensation awarded to successful candidates will vary based on their work location, relevant skills, and experience, but they could potentially make up to $60,000.

Are you ready to directly impact the company and be rewarded for your performance?

Are you prepared to take on a new challenge?

Must be authorized to work in the United States full-time for any employer.

No agencies or third-party resumes, please.

Sangoma is proud to be an equal-opportunity workplace.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.