Customer Support Night and Weekend Lead

Onsite - Fairfield, Maine

About the role

The Night & Weekend Lead serves as the primary operational resource during evening and weekend hours. This role supports team members, assists with customer escalations, helps manage workflow priorities, and serves as a point of contact when leadership is unavailable. The Night & Weekend Lead provides guidance and support to teammates while helping ensure customer needs, service levels, and business priorities are met. This is an in-house position. This is a full-time position working evenings and weekends during the months of January through May.

Responsibilities

• The first point of contact and resource for team members during extended peak hours.
• During Peak, rotate with other Pod Leads for weekend and evening coverage.
• Assist the team members when responding to inquiries and escalated complaints, ensuring customers receive professional and efficient customer service.
• Ensure the team is creating and maintaining accurate records of customer interactions, and other relevant data.
• Stay current on Johnny's product lines, Johnny's internal policies and procedures.
• Oversee sales order channels and workflows to ensure service and sales volumes are moving forward through the proper processes and systems.
• Oversee omni-channel communications, make adjustments to the staffing levels to maximize all SLA commitments.
• Work with the management team to create and deliver KPI's that result in positive change and business efficiencies.
• Assist in educational information updates staff, ensuring they have the most current resources and information to service our customers.
• Communicate problems to the manager as well as any positive or negative feedback.
• Other tasks and responsibilities as needed or assigned.
• Function as a positive mentor for specialists.

Education

High school diploma or GED required

Qualifications & Skills

• 2 years of experience in a Contact Center or Customer Service environment.
• Demonstrated strong customer service skills.
• Strong working knowledge of Customer Support processes and systems.
• Ability to work independently and make sound decisions.
• Effective communication and problem-solving skills.
• Ability to remain calm and professional during escalated situations.
• Demonstrated reliability and accountability.
• Positive attitude and willingness to support team members.
• Ability to motivate and lead by example to inspire the team to uphold Johnny's high standards.
• Ability to deal with ambiguity and multiple direction changes.
• Ability to work with different personal styles and approaches.
• Dependable, punctuality and readiness to work.

Physical Requirements

• Ability to read and write accurately to complete all documentation.
• Ability to work varied hours/days as business dictates.
• Ability to sit in front of a computer up to 80% of the day.

Benefits

• Health Insurance (HNO, PPO, HSA)
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts (Medical & Dependent Care)
• Employee Stock Ownership Plan & Profit Sharing
• 401(k)
• Employee Discount
• Maternity/Paternity/Adoption & Foster Care leave
• Company Paid Life insurance
• Voluntary Life Insurance
• Voluntary Pet Insurance
• Company Paid Short & Long-Term Disability Insurance
• Paid Time Off
• Educational Assistance

Schedule

Night & Weekend Lead hours are Saturday & Sundays, 8 AM – 5 PM, and three weekdays TBD, 4:00 PM – 8:00 PM. This is a full-time position working evenings and weekends during the months of January through May.