Lead Customer Service Representative

Job Title Coordinate with Business units when working with direct reports or teams: Administrative / Reporting Duties: Respond to inquiries/correspondence from internal/external customers. Quality / Productivity Assurance: Communicate quality information required for all customer service to ensure first contact resolution. Identify and appropriately communicate/assist in the resolution of product quality and service issues. Communicate opportunities to management with recommendations or solutions. Assist Supervisor with Performance Management processes. Coach / Mentor Associates: Ability to facilitate/lead teams in order to reach a positive outcome. Communicate individual performance feedback to associate and supervisor to ensure goals are achieved. Assist associates with order entry/processing questions. Identifies and schedules training needs to aid associate in meeting job expectations and to further associate growth and development. Mentor associates to encourage process improvement. Leadership: Demonstrated ability to lead associates servicing all customer service.. Leads/Supervisor, and completion of special projects/teaming as assigned. Requirements Excellent problem solving skills. Excellent communication skills (written, oral, listening, approachable). Excellent conflict resolution skills. Ability to multi-task - organizes and prioritizes appropriately. Willing to learn a variety of Business units (Retail, Designer Sales). Basic product knowledge. Proficient navigation and understanding of current computer applications, i.e., systems, order management and data bases. Excellent analytical skills. Ability to Coach/Mentor direct reports. Good decision making and judgment. Must be capable of dealing with ambiguity. Deliver effective presentations to individuals, small groups, peers and direct reports Schedule Varied hours Flexible schedule to include nights and Saturdays rotation. Work from Williamsport and Montgomery Buildings.