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Team Lead, Customer Service
Taylor Communications
North Mankato, MN, United States
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Description
Position at Navitor Midwest Call Center
As a Customer Service Team Lead with Navitor Midwest Call Center, 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 estimating and customer service agents on customer interactions, assisting agents with customer resolution/supervisor calls, building rapport with internal customers, quick and efficient processing of quote requests, customer needs and identifying process improvement opportunities to enhance the customer experience.
Key Responsibilities
• Support the customer service team 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, but not required
• Strong verbal and written communication skills
• Ability to work in a fast-paced environment
• Ability to manage several tasks/projects at one time
About Navitor:
Do you thrive on new growth opportunities, value collaboration and hard work, and believe there is always a better way to serve customers? Navitor is the place for you! Navitor is a leader in the dynamic print industry, and we are looking for candidates with the talent and experience to become a part of our company. Join our team of experts who are redefining what’s possible in the printing industry.
We value a work-life balance and the overall well-being of our employees. You'll see that reflected in our comprehensive benefits package. We offer a competitive benefit package including health, dental & vision insurance, life insurance, 401(k) plan, profit sharing, PTO (paid time off), Holiday pay and other benefits that help inspire our employees to stay and grow with us.
Navitor is one of America’s largest commercial wholesale printers, delivering innovative programs, services and technologies exclusively to our community of resellers. Headquartered in Minnesota and with manufacturing facilities nationwide, Navitor provides print resellers and distributors the industry’s widest portfolio of personalized print and custom business identity products. Navitor is part of the Taylor Corporation family of companies.
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