Customer Service Team Lead

About the role

As an industry leader in the building materials market, a Customer Service (CS) Team Leader – Waudena will have the ability to work cross-functionally and across all levels of the organization to bring a world-class quality experience for the customer and positive results for the business. This role will foster and build strong knowledge of company functions, initiatives, and performance.

Responsibilities

A CS Team Leader must demonstrate a strong desire to develop expertise in people leadership, as well as a range of disciplines, Omni-channel customer touches, industry and customer trends, product feature and benefits training, continuous improvement, and change management.

• Handle large amounts of incoming calls, emails, and/or web chat interactions during peak periods.
• Contribute content and curriculum for customers facing teams which align with quality customer experience.
• Ensure daily that our CS agents have the tools training, reinforcement, empowerment, and engagement to continually improve each customer interaction.
• Assess, identify, and predict potential needs of CS employees, as well as customers; and fully communicate those solutions in an empathetic and courteous manner.
• Communicate with other departments and co-workers to maximize consistent experience for the customer, and to leverage information uncovered during customer interactions.
• Efficiently and creatively navigate resources to gain the knowledge base needed to problem solve and grow.
• Lead by example and coach / reinforce adherence to internal procedures with a positive, productive demeanor.
• Assist CS Leadership in hiring, onboarding, training, and evaluation of new talent.
• Monitor and coach CS employees toward meeting or exceeding established metrics for quantity and quality.
• Supplement other departments during slow periods, including Marketing, Production, and Human Resources.

Requirements

• The ability to inspire, motivate, and guide team members towards achieving goals.
• Strong understanding of customer service principles and practices to ensure high-quality support.
• Excellent verbal and written communication skills to interact with team members, customers, and other stakeholders.
• Excellent organization skills and the ability to operate with minimal direction or supervision.
• Efficiently managing time and prioritizing tasks to meet deadlines; skills to manage projects and initiatives.
• Independent decision-making skills and initiative.
• Ability to set performance goals, monitor progress, and provide constructive feedback.
• A natural curiosity in our customers’ business and inquisitiveness with appropriate empathy and patience that will positively impact both the customer and WSC’s business relationship.

Qualifications

Show consistent and sustained levels of excellence as a Customer Service Team Lead or have relevant expertise in a contact center.

Skills

Same as Requirements section, no additional information.

Benefits

• 3 weeks paid vacation within 1st year
• 9 paid holidays
• 100% Employee Owned
• Employee Stock Ownership Program
• 401K Retirement Fund - Additional opportunity for employee to contribute
• Health, Dental, Vision, Short Term/ Long Term Disability
• Employee Assistance Program
• Opportunity for advancement
• Training and development
• Employee Material Purchase Program