Lead - Customer Service Representative

POSITION SUMMARY

Are you looking for more than just a job? Join Matthews International, a company with over 175 years of success and stability. As a global leader in memorialization, we take pride in our craftsmanship and commitment to quality — and it all starts with our people.

Lead – Customer Service Representative organizes, coordinates, and monitors all Customer Service Department activities, including the handling of internal and external customer concerns.

Why You'll Love Working Here:

• Job Stability: We’ve been around for 175 years — and we’re still growing.
• Career Growth: We believe in promoting from within.
• Respectful Culture: You’re not just a number — you're part of the team.
• Medical, Dental & Vision: Enjoy peace of mind with our comprehensive benefits package, including an employer HSA (Health Savings Account) contribution.
• Earned Time Off: Recharge and rejuvenate with earned time off to spend on your terms.
• Paid Holidays: Celebrate special moments and create lasting memories with paid holidays.
• Financial Perks: 401(k) program with company match as well as an Employee Stock Purchase Program.
• Education Perks: We believe in your continued growth and offer educational assistance to support your professional development.
• Dependent Scholarship Opportunities: We care about your family's future, which is why we provide opportunities for your dependents to pursue their educational dreams.

JOB RESPONSIBILITIES

• Recommends corrective solution to address customer concerns.
• Answers questions about service.
• Keys information into computer to compile work volume statistics for accounting purposes and keep records of customer service requests and concerns.
• Supports and assists in enforcement and perpetuation of our policies and procedures for customer satisfaction.
• Reviews and provides monthly performance for each Customer Service Specialist, monitors and charts information.
• Determines work procedures, prepares work schedules, and expedites workflow.
• Assists in the selection and development of capable individuals for effective and efficient service.
• Provides training to existing employees as well as onboard new employees.
• Studies and standardizes procedures to improve efficiency of subordinates.
• Provides leadership, direction and encouragement to the team. 
• Encourages team work within the department, and maintains harmony among workers. 
• Develops and monitors standards of performance.
• Prepares composite reports from individual reports of the team.
• Keeps records of work hours, vacation hours and monitors department attendance.
• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• Bachelor’s Degree in Business or related field
• 4+ years of previous Customer Service experience; or equivalent combination of education and experience
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency in MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and management.
• Self-motivated with critical attention to detail, deadlines and reporting.
• Ability to work overtime as necessary.
   

PHYSICAL ASPECTS / WORK ENVIRONMENT