Customer Service

Customer Service
$20.00 - $23.00

1. Supervise the work of Customer Service Team Members to ensure adherence to quality standards, deadlines, and proper procedures.
2. Train or instruct employees in job duties, establish both individual and departmental goals and objectives.
3. Ensure that all customer calls, emails, or web inquiries receive timely responses, follow-up, and resolution.
4. Provide Team Members with guidance in handling difficult or complex queries.
5. Resolve escalated customer service calls or emails, as needed.
6. Create and maintain records or reports pertaining to customer service activities to provide overall analytics of department performance.
7. Research, compile, and prepare reports, manuals, correspondence, or other information required by Leadership.
8. Assist Team Members with work to facilitate productivity, enhance team collaboration, or to resolve difficult calls/emails.
9. Monitor work activities, delegate assignments, emails, and calls.
10. Collaborate with various departments to meet customer needs (e.g., work with shipping department to ensure parts are sent when promised).
11. Provide Leadership with recommendations for things such as staffing decisions, procedural changes, or customer service initiatives.
12. Submit weekly timecards, evaluate employee performance, prepare performance appraisals; train, develop and counsel Team Members in work-related activities.
13. Prepare and submit reports pertaining to work activities (e.g., lost time, injuries, load changes).
14. Ensure all actions are in compliance with rules, regulations, policies, and procedures.
15. Complete other duties and cross-training activities as assigned.

• High school diploma or equivalent required
• Bachelor's degree in Business Administration or other related fields of study preferred
• Two (2) to three (3) years of leadership experience required
• Two (2) years Customer Service or call center experience required

• Familiarity with Google Workspace, Excel, and Access
• Knowledge of business and management principles
• Knowledge or experience using Hub Spot preferred

• Advanced verbal and written communication skills; ability to negotiate, problem-solve and provide disciplinary feedback, as required
• Ability to actively listen to Team Members when they have questions, concerns, or conflicts
• Ability to respond appropriately to changing priorities or unexpected situations
• Especially skilled in delegating work in a fair, timely, and collaborative manner
• Strong time management skills; especially skilled with follow-up and follow-through

• Prolonged periods of sitting or standing at a desk while operating a phone and computer
• Ability to lift up to 50 pounds