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Customer Service Team Lead
Taylor Communications
North Mankato, MN, United States
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Description
Position at Corporate Graphics International, Inc. (North)
As a Customer Service Team Lead with Corporate Graphics North, you will be responsible for ensuring that customers, both internal and external, receive the best service possible through supporting all aspects of the customer service department. This is to include coaching the customer service agents on customer interactions, assisting agents with customer resolution/supervisor calls, building rapport with internal customers, and identifying process improvement opportunities to enhance the customer experience.
Key Responsibilities
• Support the CS teams by providing coaching opportunities to enhance the customer’s resolution experience
• Coaching the agent team to provide a trademark customer service experience
• Track the activity to identify trends and opportunities to that will assist the organization and customer in building strong business relationships
• Work independently, meet deadlines and multi-task
• Communicate relevant quality related training needs to coordinate with the supervisor towards a Trademark customer experience
• Maintain proficient technical knowledge of the program products, work procedures, and company guidelines and policies. Provide recommendations for changes as analyzed
• Openly communicate with peers, internal customers, management, and operations staff to promote customer service needs and departmental standards and goals
• Shared support of the agent recommendations/challenges from research to IT submittal as applicable
• Be available for resolution assistance
• Under general supervision, plans, conducts, and supervises project assignments
• Assists with the review and evaluation of personnel performance
• Reviews progress with management
• Perform other related duties as assigned
• Ensure that customers receive the best service possible.
• Act as customer contact regarding pricing, scheduling, and shipping.
• Respond to and/or make a high volume of calls with current and/or potential customers and answer inquiries about products or services.
• Use a computer to track calls, questions, answers, and check status of orders. Documents product and service feedback as appropriate.
Minimum Qualifications:
• Minimum of high school diploma or equivalent required
• 2+ years’ experience in customer service; previous experience in print environment preferred
• Strong verbal and written communication skills
• Ability to work in a fast-paced environment
• Ability to manage several tasks/projects at one time
About Our Company
Our Total Rewards package of benefits and compensation reflects our bold commitment to creating opportunity and security for employees.
We offer a competitive base salary, and an attractive benefit package including health, dental and vision insurance, 401K, incentive compensation plan, PTO (paid time off) and Holiday pay.
Corporate Graphics International has more than 35 years’ experience providing corporate identity solutions and marketing solutions to the world’s most well respected brands. We have six locations in the United States as well as Canada, Mexico, UK and most recently China. We are best in class leading the corporate identity programs for Fortune 1000 customers and are a subsidiary of Taylor Corporation, a Minnesota-based, global leader of personal communication products, technologies and services that connect people and grow businesses. To learn more about Corporate Graphics International, visit our web site at http://www.cgintl.com/.