Contact Center Customer Service Lead

Job Description

Job Description

Starting pay is $25.00

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the

essential functions.

· Lead by Example: As a working lead, the individual will be expected to handle customer contacts, including phone calls, emails, chats, and social media inquiries, while providing assistance and support to team members with questions and issues.

· Multi-Channel Support: Support customers across all communication channels, including phone, email, chat, and social media, ensuring a seamless experience for both customers and team members.

· Weekend Coverage: Maintain exemplary attendance, particularly on weekends, to ensure consistent support for our contact center team during peak times.

Queue Management: Ensure adequate queue coverage by rotating team members in chat and offline as needed during weekend shifts.

· Break and Lunch Adherence: Ensure that team members are adhering to scheduled break and lunch times to maintain productivity and service levels.

· Escalation Management: Handle escalated customer issues, addressing concerns efficiently and professionally to ensure timely resolution and customer satisfaction.

· Technical Troubleshooting: Perform basic troubleshooting of software and technical issues in SalesForce, Five9, and other work-related systems to resolve operational challenges for the team.

· Process Improvement: Identify opportunities to enhance or update customer service procedures, and collaborate with the Customer Service Manager to implement improvements.

· Queue Monitoring: Assist in monitoring the SalesForce queue volume, providing support to maintain service levels, particularly during peak seasons and high-volume periods.

· Additional Tasks: Perform other assignments and duties as directed by the Customer Service Manager to support operational success.

Position Qualifications

· Excellent communication and listening skills, strong writing skills are a plus

· Strong problem-solving abilities and attention to detail

· Ability to multitask and manage customer inquiries across various platforms

· Empathy, patience, and a customer-first mindset

· Experience in customer service or call center environment preferred, but not required

Experience, Education and Computer skills:

· Previous building products experience preferred but not required

· High School Diploma or GED required

· Associate degree or equivalent combination of applicable experience preferred

· Knowledge of MS operating systems and WS office software programs including MS Word, Excel, and PowerPoint

· Familiarity of CRMs, such as Salesforce, preferred but not required

Position Expectations

As a member of Customer Experience Team, you will work to instill the core-values into your day-to-day work activities and interactions with our Customers.

Starts and ends with the Customer: A remarkable customer experience is critical to the sustained growth of any business. For every action we take, we ask ourselves, “How will this affect our customers?” Our responsibility is to understand their expectations, then surpass them.

Lead Through Innovation: We are consistently bringing unique, high-tech products to market. Having a complete understanding of our product suite will allow us to address the needs our customers don’t yet know they have.

Value Every Individual: Every individual comes gifted with unique experiences, capabilities and talents and can/will contribute in a unique way to the collective organizational success. We are committed to a safe and respectful work environment and to diversity and inclusion.

The Best Team Wins: Employees feel their work is valued when it contributes to something that produces results. We work best as team, providing feedback and solving problems together in pursuit of a shared goal, to provide the greatest white glove customer experience in the industry.

Better Today than Yesterday: We always ask, “how can we do this better.” As a member of the team, we provide open and honest feedback to how we can do things better.

Always to the Right Thing: As a member of the Experience Team, employees will come out of the gate with the mind set that we make decisions according to what is right, not what is cheapest, fastest, or easiest. We always operate with integrity, transparency, and courage. This should guide our response to every interaction we have with our customers.

Contact Center Customer Service Associate will be based in our Keyser Avenue offices and will report to the Customer Experience Team Supervisor.

Other Physical Requirements

• Vision (Near, Distance, Color, Depth) • Sense of Sound - Able to hear conversational speaking • Ability to wear Personal Protective Equipment (PPE) - per safety guidelines