Customer Service Lead

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Located in Waukegan, IL

Salary: up to $20/hr

Customer Service Team Lead

 

Customer Service Team Lead is needed for a growing customer service team in the northern Lake County area. This is a DIRECT HIRE opening paying up to $20/hr based on skills and experience. Qualified candidate will have at least 3 years of previous supervisory experience from a call center environment and have the ability to manage both processes and people. Casual and fast paced environment!

 

Company information:

  • Founded over 100 years ago
  • A recognized leader in the $40 billion home décor industry - #1 or #2 brand in every channel
  • Over 8,000 associates worldwide
  • Corporate headquarters located in Madison WI

Benefits and Features

  • Medical, Dental, Vision, AD&D, Flexible Spending Accounts, 401k

 

Your role with the company: 

  • Coordinate daily workflow of direct reports / team: Monitor and administer various records and reports. Assist with direct order processing. Monitor team performance on established goals.
  • Administrative and Reporting Duties: Respond to inquiries/correspondence from internal/external customers and/or suppliers. Monitor daily shifts, time and attendance. Maintain various forms/logs for direct reports in order to improve productivity.
  • Quality / Productivity Assurance: Administer account policy / process for at least one major customer base. Audit orders for consistent quality. Coordinate necessary support for direct reports, to ensure timely customer satisfaction. Identify and appropriately communicate/assist in the resolution of product quality and service issues. Communicate opportunities to management with recommendations or solutions. Monitor CSR call process efficiency/quality . Represent Customer Service on quality /process improvement teams. Assist Supervisor with Performance Management processes.
  • Coach / Mentor Direct Reports: Facilitate associate growth in teaming/soft skills. Communicate individual performance feedback to associate and supervisor to ensure goals are achieved. Assist associates with order entry/processing questions. Identifies and schedules training needs to aid associate in meeting job expectations and to further associate growth and development. Mentor direct reports to encourage process improvement.
  • Leadership: Resolve customer issues that cannot be handled by CSR/Order Entry associate. Demonstrated ability to lead associates servicing at least one customer base.
  • Back up responsibility to other leads and supervisors; other projects as needed.

 

Background Profile: 

  • At least High School diploma; some college education is preferred
  • At least 3 years of previous supervisory experience in a call center environment.
  • Excellent problem solving skills
  • Excellent communication skills - written, oral, listening and approachable
  • Excellent conflict resolution skills.
  • Ability to multi-task - organizes and prioritizes appropriately.
  • Good personal computer skills - ie order management, database and other information retrieval systems. Proficient in MS Office – Excel, Word, Outlook and PowerPoint.
  • Ability to coach and mentor direct reports.
  • Good decision making and judgment
  • Deliver effective presentations to individuals, small groups, peers and direct reports.
  • Ability to maintain confidential information.

TO APPLY

Email resume to jobs.libertyvilleil@expresspros.com

Submit online application at www.expresspros.com to Libertyville location

Call or Text Express at 847-816-8422

 

Express Office: Libertyville
836 South Milwaukee Avenue
Libertyville, IL 60048
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