About Esri
Empowering organizations with spatial intelligence
Key Highlights
- Headquartered in Redlands, California
- Over 350,000 users globally, including government and NGOs
- Flagship product ArcGIS is a leader in GIS software
- Approximately 10,000 employees dedicated to GIS innovation
Esri, headquartered in Redlands, California, is a leading provider of geographic information system (GIS) software, with over 350,000 users worldwide. Their flagship product, ArcGIS, is utilized by organizations across various sectors, including government, transportation, and environmental manageme...
🎁 Benefits
Esri offers comprehensive benefits including competitive salaries, equity options, generous PTO, flexible work arrangements, and a strong commitment t...
🌟 Culture
Esri fosters a culture focused on innovation in GIS technology, emphasizing collaboration and a commitment to sustainability. The company values commu...
Overview
Esri is hiring a Customer Service Team Lead to empower a high-performing team of Customer Service Representatives. You'll guide operations, resolve challenges, and ensure exceptional customer experiences in Redlands, CA.
Job Description
Who you are
You have over 5 years of professional experience in customer service leadership, demonstrating your ability to guide and develop teams effectively. Your expertise in fostering a culture of excellence and accountability is evident in your past roles, where you have successfully mentored and coached team members to meet performance goals. You possess strong operational oversight skills, ensuring that daily workflows are managed efficiently and that customer inquiries are resolved promptly. Your experience in handling escalated customer issues showcases your professionalism and ability to maintain composure under pressure.
You thrive in collaborative environments, partnering with various departments to streamline operations and enhance the customer experience. Your analytical mindset allows you to identify trends in service metrics and recommend actionable improvements. You are committed to continuous improvement and are always looking for ways to elevate service standards within your team.
What you'll do
As the Customer Service Team Lead at Esri, you will lead a dedicated team of Customer Service Representatives, providing mentorship and guidance to help them achieve their performance goals. You will conduct regular feedback sessions and performance reviews, fostering a culture of accountability and excellence. Your role will involve managing daily workflows, ensuring that customer inquiries, order requests, and profile issues are resolved in a timely manner.
You will serve as the escalation point for complex customer issues, handling them with professionalism and efficiency. Collaborating with internal departments such as product, sales, and support will be essential to streamline processes and enhance the overall customer experience. You will analyze service metrics, identify trends, and prepare detailed reports for senior management, contributing to the continuous improvement of customer service operations.
What we offer
Esri offers a dynamic work environment where you can lead with purpose and make a meaningful impact on customer service. You will have opportunities for professional growth and development, working alongside a team that values excellence and accountability. Join us in our mission to deliver exceptional customer experiences and contribute to the success of our organization.
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