Customer Care Team Lead

Job Description

Responsible for all facets of Customer Service including but not limited to orders, order status, pricing, service requests for both Sales and Service supporting OAI customers, sales representatives, field service engineers and other related departments. Work with manager to ensure proper level of service is being delivered and is done so in a timely manner per our departmental goals and objectives.  Support management in training and development as required and serve as a resource supporting inquiries and call escalation.  Perform call monitoring, audits and first level coaching to assigned Customer Care Rep (CCR’s).  

Job Duties

• Oversee the daily activities of the team members by monitoring team phone activity, call accuracy and professionalism. Adjust, react, address issues/problems and assign customer requests to teams as needed.
• Monitor Customer Care Rep call queues to ensure Customer Care Team is meeting established service levels. Adjust to, react to, and address issues and problems and reallocate resources as needed.Take calls in queue as needed.  Provide an exceptional level of customer service by ensuring that "inbound" calls are answered quickly and efficiently to achieve the most optimal level of satisfaction for our customers.
• Manage the inflow of communication (via email, phone, Skype, etc.) from internal and external customers, in order to manage workload for Customer Care Reps. This includes taking action on requests, and assigning requests to Customer Care Reps.
• Serve as first-level escalation for Customer Care Rep issues, by providing guidance and/or coordinating to find a solution with internal and external customers.
• Ensure Customer Care Reps are providing a high level of service and professionalism to customers, and that Customer Care Reps are operating within policies and procedures. Provide feedback and coaching directly to Customer Care Reps as needed, and document coaching and provide to upline Manager.
• Audit Customer Care Rep work for quality, provide coaching and feedback directly to employee, and report issues to upline supervisors.
• Collaborate with managers to brainstorm and set continuous improvement / quality goals for Customer Care teams.
• Deliver training (including work process aids) to Customer Care Reps to support Customer Care and Customer Solutions processes.
• Identify gaps in training needs and communicate gaps to Training team.
• Support up-selling initiative.
• Other duties as assigned.

Job Qualifications

Required:

• High school degree required. Associate degree preferred.
• Five (5) plus years of Customer Service and/or Sales Support experience is required.
• Other Considerations (travel/hours availability, etc.):  Ability to change shifts or work overtime as needed.

Preferred:

• Expert skills related to ERP and CRM.
• High degree of professionalism (Ability to interact professionally with internal and external customers of all levels. Excellent verbal/written communication skills).
• Ability to provide constructive feedback and coaching.
• Prioritize and Organize Work by allocating time and resources based on what is the most important to achieve key goals and objectives; approaches work in an organized and systematic manner; effectively manages tasks, information, and requests.
• Championing Customer needs by calling attention to issues that impact customer satisfaction; views thing from the perspective of customers; encourages people to think about customers when making decisions.
• Communicating Effectively by expressing ideas and information in a clear and concise manner; tailor message to fit the interests and needs of the audience; delivers information in a manner that is interesting and compelling to the listener.
• Solving Complex Problems: Breaks down large problems into smaller, more manageable components; identifies key factors that influence the viability of different solutions; clarifies information needed to solve problems.