Customer Care Team Lead
Posted on Sep 21, 2024 by Hobart Service
Troy, OH
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time
Job Description
This position is responsible for tactical day to day work instructions while leading a team of non-exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. Position requires strong problem-solving skills and ability to be accurate.
ESSENTIAL DUTIES AND RESPONSIBILITIES
50% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience which may include assigned accounts and third-party vendors
Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life
Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools
Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.
Communicate customer requirements to internal customers to ensure proper execution at the time of service.
Ensure that all contractual commitments are being met throughout all stages of the process.
Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
Plan, direct, supervise and evaluate workflow.
50% Train, assist and lead other assigned Customer Care Representatives with all aspects of customer service when needed
Responsible for application and day-to-day organizational policies and procedures.
Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager
Drive and clarify processes for internal and external customers.
Coordinate and monitor work activities to achieve expected volumes and operational requirements.
Identifies and directs training needed by team based on analysis of issues and inquiries
May make hiring decisions and conduct performance appraisals
Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts.
Other duties and special projects assigned by Management.
This position is responsible for tactical day to day work instructions while leading a team of non-exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. Position requires strong problem-solving skills and ability to be accurate.
ESSENTIAL DUTIES AND RESPONSIBILITIES
50% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience which may include assigned accounts and third-party vendors
Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life
Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools
Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.
Communicate customer requirements to internal customers to ensure proper execution at the time of service.
Ensure that all contractual commitments are being met throughout all stages of the process.
Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
Plan, direct, supervise and evaluate workflow.
50% Train, assist and lead other assigned Customer Care Representatives with all aspects of customer service when needed
Responsible for application and day-to-day organizational policies and procedures.
Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager
Drive and clarify processes for internal and external customers.
Coordinate and monitor work activities to achieve expected volumes and operational requirements.
Identifies and directs training needed by team based on analysis of issues and inquiries
May make hiring decisions and conduct performance appraisals
Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts.
Other duties and special projects assigned by Management.
Reference: 202109151
https://jobs.careeraddict.com/post/95491694
Customer Care Team Lead
Posted on Sep 21, 2024 by Hobart Service
Troy, OH
Admin & Secretarial
Immediate Start
Annual Salary
Full-Time
Job Description
This position is responsible for tactical day to day work instructions while leading a team of non-exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. Position requires strong problem-solving skills and ability to be accurate.
ESSENTIAL DUTIES AND RESPONSIBILITIES
50% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience which may include assigned accounts and third-party vendors
Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life
Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools
Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.
Communicate customer requirements to internal customers to ensure proper execution at the time of service.
Ensure that all contractual commitments are being met throughout all stages of the process.
Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
Plan, direct, supervise and evaluate workflow.
50% Train, assist and lead other assigned Customer Care Representatives with all aspects of customer service when needed
Responsible for application and day-to-day organizational policies and procedures.
Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager
Drive and clarify processes for internal and external customers.
Coordinate and monitor work activities to achieve expected volumes and operational requirements.
Identifies and directs training needed by team based on analysis of issues and inquiries
May make hiring decisions and conduct performance appraisals
Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts.
Other duties and special projects assigned by Management.
This position is responsible for tactical day to day work instructions while leading a team of non-exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. Position requires strong problem-solving skills and ability to be accurate.
ESSENTIAL DUTIES AND RESPONSIBILITIES
50% Efficiently and effectively manage large number of incoming communications and customer requests (quotes, order entry, tracking, returns) while delivering exceptional customer experience which may include assigned accounts and third-party vendors
Develop strong relationships with customers by understanding their needs and recommending solutions creating customers for life
Provide compliant, accurate, valid, and complete information for the customer by using the right methods/tools
Responsible for management of order entry and group emails to ensure timely order entry and issue resolution through professional phone skills, emails, and team involvement.
Communicate customer requirements to internal customers to ensure proper execution at the time of service.
Ensure that all contractual commitments are being met throughout all stages of the process.
Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
Plan, direct, supervise and evaluate workflow.
50% Train, assist and lead other assigned Customer Care Representatives with all aspects of customer service when needed
Responsible for application and day-to-day organizational policies and procedures.
Identify and facilitate process simplification to drive improved customer service in cooperation with Customer Care Supervisor/Manager
Drive and clarify processes for internal and external customers.
Coordinate and monitor work activities to achieve expected volumes and operational requirements.
Identifies and directs training needed by team based on analysis of issues and inquiries
May make hiring decisions and conduct performance appraisals
Responsible for special price concessions, quotes, bid allowances, adjustments, and discounts.
Other duties and special projects assigned by Management.
Reference: 202109151
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