Customer Service Specialist Jobs

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The Customer Service Leadership Team is accountable for ensuring customers receive world-class service with every interaction. Through collaboration, we can turn good ideas into great outcomes. The Customer Service Supervisor reports to the Service Center Leader – Domestic Customer Service and is responsible for the supervision of a core function within the Customer Service Department. Planning, monitoring, and reviewing work of subordinates is required and may include direct supervision of a shift or the coordination of multiple work groups. This person is a Problem Solver, Fact-based Decision Maker, and People Manager.

Essential Duties and Responsibilities:

• Assist Customer Service Leadership, providing coaching to their peers including, hiring, metrics and schedules.

• Provide supervision to the corresponding Franchise’s Customer Service Representatives, ensuring the proper administration of their responsibilities affecting all aspects of order management, to include but not limited to monitoring various reports, customer calls, and maintaining up to-date technical information etc. • Be a subject matter expert on product, process, best practices, and customer knowledge • Responsible for processing and communicating Team Metrics

• Act as initial escalation point for customer inquiries/issues.

• Develop and promote interpersonal relationships with the purpose of building a team.

• Demonstrate a willingness to listen; to be open to new ideas; to support the decisions of the team; to trust others; to provide encouragement; to recognize contributions of other team members; and to display a sense of empathy and understanding.

• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.

• Communicate consistently with superiors, subordinates and others who have a need to know. Information should be communicated professionally, in a clear, concise, and timely manner.

• Provide leadership to ensure your organization attracts, develops, and retains the best people and fosters an environment which motivates a diverse team to fully use its capabilities in achieving desired business results.

• Sample recommended workload breakdown: o 20% Weekly* – Perform call and case quality audits for each direct report. o 30% Weekly* – Spend time on the floor coaching and assisting with escalated issues. Follow up with business leaders, as required to resolve outstanding issues. Other projects and tasks as assigned by Leadership. o 25% Weekly* – Prepare, Participate and/or Conduct One-on-One Meetings with subordinates and superiors o 25% Weekly* – Provide backup support to the Customer Service team, as need, with inbox management, phones, Order entry, depending on the needs of the team to help drive success in delivering world class customer service and SLAs.

• Team Size: 5-10 individuals Your qualifications

• High School Diploma

• 5+ years of experience in a Customer Service function

• Ability to critique and measure performance of assigned personnel

• Strong coaching skills

• Ability to exercise independent judgment and decision making • Good human relations

• Strong written and verbal communication skills

• Able to build sustainable relationships (internal and external) • Experience in SAP systems and processes • Experience in SFDC or similar CRM systems and processes Preferred:

• Experience leading a project to completion

• Experience with performance management systems

• 3+ years’ experience leading teams

• 3+ years’ experience in SAP systems (order management)

• 3+ years’ experience in SFDC systems and processes

Hours : 8:00am to 5:00pm

Education :

Additional Job Details : Someone with call center exp would be helpful. Would like for them to be able to analyst call center data. Someone with exp in documenting processes would be a great bonus.

Should you be interested, please send me a copy of your resume in word format along with the following details ASAP.