Zumba Fitness® is a fitness program that uses a cardio dance workout to Latin and other rhythms. The exercise program is being taught at over 40,000 locations in 75 countries, sold millions of DVD's, and changed the lives of millions of Zumba® Fanatics worldwide.

Zumba® is headquartered in Hollywood, FL and has experienced an exponential growth in the past year. We are currently seeking a Customer Service Lead to join the team.

The Customer Service Lead will be responsible for ensuring service levels are met and providing coaching and training to all team members. Additionally, the incumbent will supervise the day to day of a very busy call and e-mail center

Key Job Responsibilities:

•  Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives
  Provide daily direction and communication to team members to guarantee that calls and emails are answered in a timely, efficient and knowledgeable manner.
• Be available to guide direct reports that experience work issues, providing appropriate coaching, counseling, direction and resolution
• Train team members and provide resources in order for them to perform their jobs in the most effective way possible
• Establish and maintain a rewarding work environment where employees can exceed in providing the best customer service
• Support the European market
• Perform other duties as assigned

Qualified candidates MUST possess the following:

•  Bachelor’s Degree and/or 4 + years of experience in a Customer Service position
• 2 + years experience as a Customer Service Lead.
• Proficiency in French and/or Dutch
• Prior experience working in a high volume call and e-email center.
• Knowledge of a software application
• Excel reporting experience 

Other requirements:

• Experience in training a plus
• Computer savvy with strong analytical and trend analysis skills
• Experience with HelpSpot