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Customer Service Team Lead
Taylor Communications
Rexburg, ID, United States
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Description
Position at Artco (US), Inc.
Position Summary: The Carlson Craft Team Lead is responsible for assisting with coordinating the day to day operations of the call center. They lead a group of two or more individuals who support agents by providing assistance with knowledge and information resources as well as escalated calls. Team Leads also monitor and review progress and accuracy of work, directing efforts and providing technical guidance on more complex issues.
Qualifications Required:
• Minimum 2-4 years customer service and/or call center experience,
• Experience in leading teams, projects and managing others.
• Position requires availability between the hours of 7:00 am – 5:00 pm Monday through Friday, with rotating Saturdays as needed.
• Looking for long-term commitment.
Qualifications Desired:
• Intermediate to Advanced-level computer knowledge and software proficiency in MS Office and Excel.
Essential Functions and Responsibilities:
• Duties are varied and complex. Provides high level of clerical, administrative, or technical support requiring more advanced skills;
• Assists dealers with escalated calls.
• Provides regular feedback to employees on quality and production.
• Assigns and monitors work and reviews progress of work with employees, management and trainer.
• Motivates employees to perform at their highest ability to help achieve company and departmental goals.
• Provides guidance on more complex issues and acts as a resource to answer questions from employees in the department and questions from other departments.
• Resolve escalated order issues by working with agent and dealer to determine root cause and corrective actions;
• Ensures employees have the tools and supplies they need to perform their job;
• Investigate complaints about service and product and resolve issues.
• Instructs and holds employees accountable to policies and procedures and safety regulations
• Acts as an agent of change in department processes and procedures
• Requires previous experience and training in position.
• Duties and tasks reflect variety and complexity. Assignments are broad in nature and often require originality and ingenuity;
• May serve as a resource to others in the resolution of some complex problems and issues;
• Needs limited supervision;
• Relies on experience and judgment to plan and accomplish assigned tasks and goals;
• May lead, orient, train, assign and check the work of lower level employees;
• Strong performer at Sr. level plus routinely provides work direction and training for employees at Sr. level and below; and
• Emphasizes Customer Satisfaction focus, both internal and external.
Nonessential Skills and Experience:
• Performs other incidental and related duties as required and assigned.
Success Factors/Job Competencies:
• Leadership—demonstrated ability to lead people and get results through others;
• Management/Mental Capabilities—ability to organize, recognize and correct inefficiencies. ability to manage and prioritize multiple projects simultaneously;
• Language/Communication—Effective written and oral skills. Ability to comprehend and follow detailed instructions;
• Coaching-ability to develop and build others through personal influence, facilitating appropriate deliberate training events;
Mental Capabilities: Handle and prioritize multiple requests;
• Interpersonal: Can remain pleasant under extreme pressure and during difficult circumstances. Ability to be cheerful, trustworthy, loyal to those who are absent. Intermediate to Advanced-level computer knowledge and software proficiency in MS Office and Excel;
• Demonstrate respect for the potential and significance of every individual on the team;
• Demonstrate passion for customers and our work;
• Strive for continuous improvement and work towards Always a Better Way (ABW); and
• Embraces personal, as well as shared responsibility and accountability.
Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities toperform the essential functions if requested.
Physical demands: While performing the duties of this job, the employee may walk, stand, bend or stoop, use hands to adjust, handle, or feel objects, tools, or controls: reach with hands and arms; balance, stoop; talk or hear. Employee must frequently lift and/or move up to 10 pounds.
Work Environment: While performing the duties of this job, the employee is exposed to office environment, indoors. Moderate to fast-paced. Office noise level is minimal; may enter production areas where noise levels vary from minimal to moderate.
Performance standards:
• Performance: Maintains exactness with great attention to detail, and ability to work with others. Customer Service oriented.
• Mid-year and annual performance appraisals for position level.
• Attainment of annual goals established between supervisor and incumbent.
The employee is expected to adhere to all company policies and practices while employed by the Company. To the extent any policies or statements made in this document contradict the Employee Handbook, the Employee Handbook will govern. Employment is at-will.