Customer Service Lead

Customer Service LeadNetVendor is a leading B2B SaaS company specializing in vendor compliance, maintenance management, and property management solutions. Our platform helps property management companies (PMCs) streamline vendor credentialing, mitigate risk, and optimize maintenance workflows. By integrating compliance and maintenance automation, we enable PMCs to improve operational efficiency, reduce costs, and ensure regulatory adherence.The Customer Service Lead provides daily direction and communication to Customer Service Representatives and helps to manage the workload for the whole team. They are responsible for leading the team by training, counseling, and problem solving. We are looking for someone to join us on-site in our Tualatin office. The ideal candidate will have at least one year of experience in customer service at NetVendor, though we are willing to consider less if the fit is right.ResponsibilitiesProvide real-time support and guidance to Customer Service Representatives during their calls or interactions.Handle escalated customer inquiries and issues at the supervisor level, ensuring prompt and professional resolution.Manage administrative tasks such as deleting subscriptions, updating risk categories, processing refund requests, and conducting manual TIN/background checks.Monitor daily call volume, service levels, and other KPIs to ensure SLAs are met or exceeded.Assist in developing and implementing customer service policies and procedures to enhance the customer experience.Identify process inefficiency opportunities for proposed improvements for better team productivity and customer satisfaction.Cross collaboration with other departments (e.g., processing, Product) to resolve issues and improve workflows.Serve as a point of contact for internal escalations and cross-departmental collaboration.Perform any additional responsibilities or projects as assigned by leadership.QualificationsStrong verbal and written communication skills with a demonstrated ability to deliver high-quality service in a customer-focused environmentPositive, professional demeanor and leadership presence, including the ability to handle confidential information with discretion and professionalismProven experience in leading or mentoring a teamProficient in Microsoft Word, Excel, and Outlook, and comfortable using chat platforms and customer service softwareStrong analytical and critical thinking skills with a proactive, solution-driven mindsetAbility to troubleshoot, problem solve, prioritize tasks, and make sound decisions independentlyAdaptable and able to work effectively in a fast-paced, metric-driven environmentStrong interpersonal skills including active listening, setting clear expectations, and providing constructive feedbackNetVendor's Benefits PackageMedical, dental, and vision insuranceHSA, FSA, and DCFSALong- and short-term disability insuranceFree basic life insuranceGenerous paid time off policyPaid holidays: 7 per year + 1 floating holidayMaternity leave401(k) with company matchEmployee Assistance Program