Job Details
Customer Service
$24.00 - $28.00
- Supervise the work of Customer Service Team Members to ensure adherence to quality standards, deadlines, and proper procedures.
- Train or instruct employees in job duties, establish both individual and departmental goals and objectives.
- Ensure that all customer calls, emails, or web inquiries receive timely responses, follow-up, and resolution.
- Provide Team Members with guidance in handling difficult or complex queries.
- Resolve escalated customer service calls or emails, as needed.
- Create and maintain records or reports pertaining to customer service activities to provide overall analytics of department performance.
- Research, compile, and prepare reports, manuals, correspondence, or other information required by Leadership.
- Assist Team Members with work to facilitate productivity, enhance team collaboration, or to resolve difficult calls/emails.
- Monitor work activities, delegate assignments, emails, and calls.
- Collaborate with various departments to meet customer needs (e.g., work with shipping department to ensure parts are sent when promised).
- Provide Leadership with recommendations for things such as staffing decisions, procedural changes, or customer service initiatives.
- Submit weekly timecards, evaluate employee performance, prepare performance appraisals; train, develop and counsel Team Members in work-related activities.
- Prepare and submit reports pertaining to work activities (e.g., lost time, injuries, load changes).
- Ensure all actions are in compliance with rules, regulations, policies, and procedures.
- Complete other duties and cross-training activities as assigned.
Qualifications
- 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
Specialized Knowledge
- Familiarity with Google Workspace, Excel, and Access
- Knowledge of business and management principles
- Knowledge or experience using Hub Spot preferred
Competencies
- 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
Physical Requirements
- Prolonged periods of sitting or standing at a desk while operating a phone and computer
- Ability to lift up to 50 pounds
Compensation / Pay Rate (Up to): $24.00 - $28.00