Customer Service Representative Lead

Job Description

Job Description

Description

The Customer Service Lead will play a pivotal role in ensuring the highest level of customer satisfaction by overseeing and guiding the team’s daily operations, training, and performance metrics. The successful candidate will exhibit strong background in customer service, excellent leadership, and day in day out passion for delivering exceptional customer experiences. Responsible for working out problem solving on customer shipments.

Key Responsibilities

• Lead, mentor/coach, and motivate a team of customer service professionals delivering outstanding customer support while fostering a positive and collaborative team culture.
• Responsible for setting and reviewing performance targets, monitor/audit key performance indicators (KPI’s), and implement and maintain actional strategies to meet and exceed service level goals.
• Accountable for the development of training, delivering and assessment of training conducted to enhance the Associates skills, product knowledge, and customer service techniques.
• Assess and develop and implement quality control measures to ensure consistency and high-quality customer interactions, including call monitoring, feedback sessions, and continuous improvement initiatives.
• Assist in handling escalated customer inquiries or complaints providing swift and effective solutions that align with company policies/procedures and customer satisfaction goals.
• Identify opportunities to streamline processes, optimize workflows, and enhance overall operational efficiency within the customer service department.
• Analyze and support the implementation of pricing strategies to identify areas for improvement and recommend actionable strategies.
• Initiate collaboration with other departments, most notably sales, marketing, and facility general managers to ensure alignment and effectiveness in communication regarding customer feedback and other customer related relationship issues.
• Develop, implement, maintain regular reports and presentations for senior leadership.
• Assists in communications activities that support the Marketing/Sales Department, for example: tradeshows, company newsletter, and any other customer centric communications.
• Other duties as assigned. 

Skills, Knowledge & Expertise

• High school diploma or general education degree; or five years related experience and/or training; or equivalent combination of education and experience.

MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts and interest.

LANGUAGE SKILLS: Fluency in English, both written and oral, is required. Ability to read and write reports, business correspondence, and customary business documents. Ability to effectively present information and respond to questions from groups of employees, managers, clients and customers in small or large groups settings.

TECHNOLOGICAL SKILLS: Working knowledge of Microsoft Outlook, Excel and Word; SyteLine or Sales Force software experience is beneficial.

 

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to analyze and interpret general business or financial reports, professional journals, or technical procedures furnished in written, oral, diagram or schedule form.

Job Benefits

• Competitive PTO
• 401(k) Match
• Health, Life, Dental, and Vision insurance
• Flexible Spending Account
• On-the-job training
• Opportunities for advancement
• Employee Assistance Program
• Referral Program
• Employee Discount Program
• Financial Wellness Program