Job Summary
As a Customer Experience Team Lead you will act as the liaison between the Customer Experience Team and Management to ensure the Customer Experience team provides outstanding customer service. The Customer Experience Team Leader position is responsible for providing quality and efficient customer service through the daily management of a team of CER’s to include motivating, recognizing, and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager with hiring, development, analysis and implementation of staffing, training, scheduling and reward/recognition programs. This role reports to the Customer Experience Manager.
Education and Experience
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Subject Matter Expert of customer service principles and practices
- Computer literate with the ability to learn customer service software applications
- Ability to use a computer in a Windows based environment
- Typing of 60 wpm (preferred)
- Bachelor’s degree preferred.
- Previous customer service experience 3+ Years internal or 5 years external
- Prior management or leadership experience highly preferred.
Skills
Primary Job Duties
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Be able to complete all Customer Service Representative tasks and Senior Customer Service Representative Tasks in a proficient manner
- Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
- Ensure that daily, weekly, and monthly tasks are done on time and are 100% correct
- Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
- Works with Manager to write and administer performance reviews for skill improvement.
- Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
- Ensures employees have appropriate training and other resources to perform their jobs.
- Responds to and resolves employee relations issues expressed by team members.
- Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
- As needed, assist with addressing disciplinary and/or performance problems according to company policy. Ensure all information is documented, up to date and kept confidential.
- Assists the manager with daily operation of the call center to include the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs.
- Works as a member/leader of special or ongoing projects that are important to area/process improvement. Including the company’s continuous improvement teams.
- Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
- Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
- Uses appropriate judgment in upward communication regarding department or employee concerns.
- Manages expectations of departmental performance across departments Marketing/Sales/Operations
- Assists with the development of customer care policies and procedures.
- Handles escalated calls as needed.
- Work with Marketing to preemptively get information to customers regarding their service.
- Assist in IT trouble shooting
- Able to take 15+ phone calls/day and assist in overflow situations
- Utilize knowledge and tactics to save customers when they contact Walters to cancel services
- Utilize departmental SOP’s and scripting to acquire, retain, and save customers
- Other duties as assigned.
Physical Requirements:
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Work is performed in a climate-controlled company. Employees operate standard office equipment including: telephone, headset, computer, computer monitors, keyboard, mouse, and copier/scanner. Physical tasks of job include: walking, sitting, standing, and bending.
Tools and Technology
- Wireless telephone systems
- Wireless telephone headsets
- Microsoft Exchange Server
- State-of-the-art onboard routing software, industry-leading safety training, driver recognition program, uniforms, and boot allowance.
- Competitive wages - Based on Experience
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Health, Dental and Vision Insurance
- EAP-Employee Assistance Program
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HSA Employer Contributions
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Company Paid Life Insurance
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Company Paid Parental Leave
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Voluntary Benefits; Additional Life Insurance, Long Term Disability, Critical Illness, and Accidental
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Legalshield/ID Shield
- 401K with Employer Match
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10 days Paid Time Off (PTO) and 6 days of ESST
- 6 Paid Holidays
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Free Trash pickup within the Service area.
Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
