Lead Person Office - Customer Service

Madix Inc.•Goodwater, AL

2d•Onsite

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Job Summary: The Customer Service Lead is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. They inspire, motivate and provide suggestions to help their team members reach their goals. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A Customer Service Lead must have excellent communication and leadership skills to supervise the team and support the business' improvement plans. Essential Functions People leader not an individual contributor Can do CSR role but no direct responsibilities to customers. Able to jump in only if needed Dealing with any unresolved issues beyond a CSR role’s capabilities Lead 1:1’s, work balancing, training, culture execution, on boarding new customers Joining strategic customer calls, soliciting feedback, and making continuous improvement efforts within their team. Inspiring team members & motivating them to reach individual & team goals Keeps team aligned to global KPI’s Handles escalations and evaluates team member's performance. Preparing & providing feedback on performance & reviews to CS Manager/Director Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Provide assistance to team members whom are experiencing difficulties with their job duties by putting them through and giving them personal coaching Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards Serve as the intermediary between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work. Creating team-building opportunities Fostering positive relationships Encourage open communication Celebrating team successes

Requirements

Showcase good leadership skills to carry team members along
Excellent skills for communicating and relating with both staff members and customers
Good interpersonal skills to create a cordial relationship with team members
Ability to multitask
Have good temperate to handle disputes and emergencies
Must be result oriented.
High school diploma or equivalency certificate.
Two to four years customer service related work experience.

Responsibilities

Managing a group of customer service staff to assist in daily operations and help with customer issues.
Inspiring, motivating and providing suggestions to help their team members reach their goals.
Implementing strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals.
Leading 1:1’s, work balancing, training, culture execution, on boarding new customers
Joining strategic customer calls, soliciting feedback, and making continuous improvement efforts within their team.
Keeping team aligned to global KPI’s
Handling escalations and evaluates team member's performance.
Preparing & providing feedback on performance & reviews to CS Manager/Director
Observing performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
Providing assistance to team members whom are experiencing difficulties with their job duties by putting them through and giving them personal coaching
Delegating different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
Creating and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
Serving as the intermediary between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
Creating team-building opportunities
Fostering positive relationships
Encouraging open communication
Celebrating team successes

Benefits

Group Health Insurance
Company Paid Group Term Life
Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care
401k – Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election)
Holidays – 9 per year (Eligible after 30 days of employment)
Vacation time
Educational Assistance
Employee Assistance Program
Onsite Clinic – Free medical visits
Safety and Attendance incentives
Employee Appreciation Days