eCustomer Care Team Lead

About the role

We are looking for a Team Lead to support and develop the eCustomer Care team while continually improving how they deliver a great customer experience. This position is located on-site in our Wausau, Wisconsin office.

Schedule

Monday–Friday, 11 am–7 pm

Training

You would attend 3 weeks of Customer Care Training from 1 pm–5:30 pm. Additionally, there would be in-department training during your regularly scheduled shifts.

Responsibilities

• Assist Supervisors with direction of workflow, including emails, chats, phone work, and special projects to ensure Specialists meet all service level standards set within the department
• Assist Specialists with customer inquiries by collecting information and assisting with formulating responses or resolutions to the customer’s inquiry, question, or complaint
• Forward customer inquiries, if applicable, to department Supervisor(s) or corporate office for proper responses
• Train new and current associates on department policies, procedures, and programs used to do daily work
• Assist Supervisors with hiring, corrective action, administrative tasks, and special projects as assigned, including productivity and quality reviews
• Support Corporate Social Media initiatives and ensure timely monitoring and reporting of social channels are conducted daily and weekly
• Communicate issues and concerns from Specialists to Supervisors for follow-up
• Act as a back-up for the eCustomer Care Supervisor
• Perform all duties and responsibilities of the eCustomer Care Specialist position

Qualifications

• Excellent written and verbal communication skills
• Demonstrated customer service experience
• Computer proficiency, including multi-tasking and Microsoft Office Suite
• Problem-solving and leadership capabilities
• Energetic, positive, and team-oriented attitude

Benefits

• Pay rate: $18.50 / hr
• Paid time off: 8 personal days & 10+ vacation days per year, plus holidays
• Medical / dental / vision / life insurance options
• 401(k) with company match and Roth option
• Casual dress code – wear your sneakers to work!
• Opportunities for advancement
• Employee Resource Groups
• Education reimbursement program
• Learning and development opportunities