Customer Service Team Lead

General Overview: The Customer Service Team Lead position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees that includes motivating, recognizing and rewarding, coaching, counseling, training, and problem solving.

Additionally, the position is responsible for assisting the VP of Customer Experience with development, analyses and implementation of staffing, training, scheduling and reward/recognition programs.

Overall Responsibilities: The list below highlights the essential job responsibilities but is not exhaustive.

Day-To-Day Work Direction 75% Provide day to day work direction customer service employees and make sure they are performing their duties correctly and efficiently.

Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

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.

Writes and administers performance reviews for skill improvement.

Is available for employees to assist in problems solving by providing appropriate coaching, counseling, direction and resolution.

Ensures employees have appropriate training and other resources to perform their jobs, including development and administration of knowledge management tool.

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.

Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

Assists with daily operation of the call center to include the development, analyses and implementation of systems, staffing, training, inside sales, scheduling and reward/recognition programs.

Works as a member/leader of special or ongoing projects that are important to area/process improvement including daily KPIs and phone system management.

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.

Call Center Customer Service 25% Assist with customer escalations and resolving customer issues.

Respond to inbound interactions including phone, email and other channels.

Fosters EWS and Marmon Water commitments to quality, safety, and the highest standards of ethical conduct Qualifications, Skills, Competencies: 2 years contact center experience and 1 years in team lead/supervisor position.

Basic understanding of contact center operations including, Workforce management, contact center systems, and training.

Associate or Bachelor’s degree and/or 4 years of experience in customer service supervision.

Ability to prioritize, problem solve, learn new things, and provide work direction Knowledge of Microsoft Word, Excel, PowerPoint.

Epicor experience a plus.

Communication – shares information in an engaging, timely, proficient, and effective way Customer focus – ensures internal and external customer satisfaction Teambuilding – builds, leads coaches, and engages teams for excellent results Continuous improvement – bring about efficiency Achievement driver – uses hard work and drive to accomplish quality outcomes; results oriented Technical Capacity