Customer Experience Call Center Lead

Job Details

Description

ESSENTIAL FUNCTIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

As a working lead this individual will be expected to handle customer contacts while providing assistance and support to team member questions and inquiries.

Will be expected to adequately support our customers in all channels including but not limited to phone, email, chat, and social.

Will be expected to have exemplary attendance in order to support our contact center staff on the weekends.

Ensure adequate queue coverage by rotating team members in chat and offline a needed during weekend shifts.

Ensure team members are adhering to break and lunch schedules.

Handle escalated customer issues.

Perform basic troubleshooting of software and technical issues in Sales Force, Five9, and other work related systems and computer.

Identifies opportunities to update or improve customer service procedures and makes recommendations to Customer Service Manager.

Assist in monitoring Sales Force queue volume and provide assistance with maintaining service levels during peak seasons

Perform other assignments as directed.

Position Expectations

As a leader of Customer Experience Specialists, the Team Lead will work to instill the core-values into the decision-making process of everyone under his / her direction :

Starts and ends with the Customer : A remarkable customer experience is critical to the sustained growth of any business.

For every action we take, we ask ourselves, How will this affect our customers? Our responsibility is to understand their expectations, then surpass them.

Lead Through Innovation : We are consistently bringing unique, high-tech products to market. Having a complete understanding of our product suite will allow us to address the needs our customers don’t yet know they have.

Value Every Individual : Every individual comes gifted with unique experiences, capabilities and talents and can / will contribute in a unique way to the collective organizational success.

We are committed to a safe and respectful work environment and to diversity and inclusion.

The Best Team Wins : Employees feel their work is valued when it contributes to something that produces results. We work best as team, providing feedback and solving problems together in pursuit of a shared goal, to provide the greatest white glove customer experience in the industry.

Better Today than Yesterday : We always ask, how can we do this better. As a member of the team, we provide open and honest feedback to how we can do things better.

Always to the Right Thing : As a member of the Experience Team, employees will come out of the gate with the mind set that we make decisions according to what is right, not what is cheapest, fastest, or easiest.

We always operate with integrity, transparency, and courage. This should guide our response to every interaction we have with our Customers.

POSITION QUALIFICATIONS

Competency Statement(s)

Teamwork - Communicating and working together to serve our customers.

Respect - Respect each other, our customers and suppliers.

Accountability - Ability to accept responsibility and account for his / her actions.

Integrity - Complete transparency and openness. Trustworthy, forthright and honest.

Nerve - Nerve to make bold commitments and set stretch targets. Drives and embraces change.

Technical Aptitude - Ability to comprehend complex technical topics and specialized information.

Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

Judgment - The ability to formulate a sound decision using the available information.

Adaptability / Flexibility - Being open to change (positive or negative) and to considerable variety in the workplace. Ability to quickly and accurately grasp the essentials of a variety of business disciplines in order to provide improvements to the processes they entail.

Attention to Detail - Being meticulous about detail and thorough in completing work tasks.

Concern for Others - Being sensitive to others' needs and feelings and being understanding and helpful on the job.

Cooperation - Pleasant with others on the job and displaying a good-natured, cooperative attitude.

Dependability - Is reliable, responsible, and dependable, and fulfilling obligations.

Tolerance - Ability to accept criticism and dealing calmly and effectively with high stress situations.

Independence - Develops own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.

Education and Experience :

High School Diploma or GED required.

Associate degree or equivalent combination of applicable experience preferred.

5 years or greater business experience preferably in Sales or Customer Service

Proven success at achieving measured objectives and key results

Previous building products experience is preferred but not required.

Computer skills :

Knowledge of MS operating systems and WS office software programs including MS Word, Excel, and Power Point.

Familiarity of SalesForce and five9 a plus

Should be able to type a minimum of 40 words per minute.

WORK ENVIRONMENT

Typical office work environment; frequently sitting at a desk or workstation using a computer, keyboard and mouse.

Qualifications