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Fidelitone CX Support Team Lead in Wauconda, Illinois

CX Support Team Lead

Warehouse and Operations

Wauconda, IL





Ensures customer satisfaction by providing timely, efficient, accurate, and friendly service via telephone, Skype and email systems. This position trains and instructs new department personnel and existing personnel on new processes and procedures.


  • Assist Supervisor in coordinating the workflow through the department to support a high volume/fast paced environment and promote a sense of urgency.

  • Identify system and workflow improvements to enhance team and department effectiveness.Assist Supervisor with new hire onboarding/training and ongoing employee training.

  • Provide guidance to promote growth and strength within the Team.

  • Maintain up-to-date training checklists and guides.

  • Assist in researching and resolving inquiries and complaints, including escalated calls, to ensure customer retention and satisfaction.

  • Maintain up-to-date knowledge of new administrative procedures, programs, etc., and disseminate information to CX Support Representatives.

  • Monitor and manage multiple email boxes.

  • Escalate staff related issues to Supervisor or Manager.

  • Assist supervisor with tracking of KPI's and SOP's and keeping them up-to-date.

  • Assist with scheduling as needed to meet daily requirements.

  • Provide backup assistance for Supervisor.

  • Monitor CX Support Representatives’ performance. Follow appropriate process to use silent monitor. Escalate issues as necessary.

  • Other duties as assigned.

Required Skills


  • Understanding of and ability to perform CX Support Representative 1 and 2 essential functions.

  • Typing skills at 45WPM+ .

  • Computer proficiency with MS Office (Excel, Outlook, Power Point, Access and Word) required.

  • Detail oriented, possess a positive attitude.

  • Excellent communication skills.

  • Able to excel in a challenging, fast-paced environment.

  • Flexible in shift and able to work overtime when necessary.

Required Experience


  • High School Diploma or equivalent required.

  • 2+ years customer service/call center and/or data entry experience.

  • Experience with the internet and WMS and ERP system a plus