Customer Care Team Lead

Company Description

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions.  We have over 1,700 associates nationwide who serve as valued partners to our customers.  Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.

Job Description

This position is responsible for tactical day to day work instructions while leading a team of non-exempt and exempt employees to provide exceptional customer service by responding to customer questions, complaints, inquiries, and orders for the organization’s products and/or services. The position requires strong communication and problem-solving skills, as well as a high level of accuracy.

Essential Duties/Responsibilities:

• Assisting team with escalations, questions, and monitoring team performance.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Coordinate and monitor work activities to achieve expected volumes and operational requirements to meet Customer Care metrics.
• 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.
• 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 external customer/dealer to provide ongoing, consistent, and timely communication.
• Plan, direct, supervise, and evaluate workflow.
• 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 opportunities to drive improved customer service in cooperation with Customer Care Supervisor/Manager
• Drive and clarify processes for internal and external customers.
• Identifies and directs training needed by team based on analysis of issues and inquiries.
• Other duties and special projects assigned by management.

Qualifications

• Associates Degree preferred or high school diploma/GED with equitable years customer service experience.
• 4 years customer service experience

Additional Information

Why work for us?

• Competitive pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Extensive on-the-job, online, and classroom training
• Service vehicle, uniforms, and safety equipment provided
• Safety-conscious work environment

Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.