Customer Service Lead

Customer Service Lead

Customer Service Lead Hicksville, NY Pay Rate Range: $25 - $30/hr Please note the team works a 9/80 schedule, working 8 nine hour days, 1 eight hour day and every other Friday off

Job Description

We have an exciting opportunity to join our Customer Service Team! We're looking for a Customer Service Lead to drive our business to the next level and support our mission of delivering the highest quality component products and engineered solutions on time and to customer specifications.

Skills/Qualifications:

• Excellent decision-making, verbal, and written communication skills.
• Strong interpersonal and team-building skills.
• Must have professional and consistent telephone etiquette and diplomacy skills.
• Proficient in documenting customer interactions clearly and accurately.
• Ability to de-escalate conflict and deliver appropriate resolutions.
• Must be able to interact with various departments and levels within the organization, including senior management.
• Must be goal oriented.
• Must be able to multi-task, manage time effectively, work under pressure, and meet deadlines.
• Strong working knowledge of Microsoft Office Suite.
• Demonstrated ability to resolve complex customer issues and support continuous process improvement.

Education and Experience:

• Associate degree required; bachelor's degree preferred.
• Minimum of 4 years of experience working in a customer service environment.
• Previous experience serving as a lead resource, mentor, or subject matter expert within a customer service team preferred.
• Inside sales experience preferred.
• Bilingual (Spanish) a plus.

Responsibilities Include:

• Act as a subject matter expert for customer service processes, providing support and guidance to the other Customer Service Representative's as needed.
• Interact with customers to address concerns, answer questions, and provide assistance while maintaining a positive, empathetic, and professional attitude.
• Track customer correspondence and accurately log key account information and customer data.
• Ability to learn, navigate, and effectively utilize the company's ERP system (Visual) to access customer information, process orders, track shipments, and support daily customer service activities.
• Process orders and returns, including order entry, return handling, and shipping status updates.
• Handle and resolve escalated customer complaints and drive customer satisfaction.
• Collaborate and coordinate with multiple internal teams to meet customer needs.
• Continuously expand knowledge of company products and services.
• Meet or exceed performance targets, such as call volume, response time, and resolution efficiency.
• Adapt to new technologies, tools, and processes as they are introduced.
• Participate in ongoing training and development to enhance customer service skills.
• Contribute to team initiatives focused on improving customer satisfaction and retention.
• Provide feedback on management on recurring issues, customer concerns, and emerging trends.

Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.