Customer Care Lead

JOB SUMMARY:
As the Customer Care Lead, you will play a pivotal role in leading our customer care team to deliver outstanding support and build lasting customer relationships. You will be responsible for providing support to the Customer Care Supervisors, guiding the team, and ensuring that service standards are consistently met. This is an excellent opportunity for a customer-focused professional with leadership experience in a contact center environment.
PRIMARY DUTIES AND RESPONBILITIES:
The below listing of essential functions is not an inclusive listing of all duties that may be requested to be performed by supervisor or manager.
• Help to create a supporting and consistent work environment, focused on the highest level of customer service and care.
• Monitor and provide timely constructive feedback to Customer Care Specialists.
• Address all Customer Care Specialist and customer inquiries in a timely manner, without delay.
• Monitor staff performance by observing all communication channels to ensure that the customers are getting our expected level of service.
• Provide back-up for all order processing functions.
• Coordinate and complete department projects assigned.
• Have a full understanding of the opening and closing procedures of the call center and assist when needed.

PERIODIC OR SECONDARY POSITION FUNCTIONS:
• Assist in maintaining Department Records.
• Participation in project teams as appropriate.
• Assist in other support areas as assigned.

The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed.

Knowledge, Skills, & Abilities:
• Expert interpersonal, written and oral communication skills.
• Strong troubleshooting and critical thinking skills, with demonstrated problem-solving agility.
• Ability to collaborate, build relationships and communicate at all levels, both inside and outside the organization.
• Customer focused.
• Strong attention to detail.
• Ability to prioritize and meet deadlines.
• Excellent time management and organizational skills.
• Ability and understanding of the need to protect confidential information.
• Ability to lift 50lbs. without assistance from ground to chest level.
• Ability to stand, walk, bend, and squat for designated work hours.
• Ability to climb stairs and ladders if required.


EDUCATION and/or EXPERIENCE:
• High school diploma or equivalent.
• 2 years of solid customer service experience.
• 2 years of leadership and team management experience.

WHAT YOU'LL GET
• No weekends, so you keep a work/life balance
• PTO, paid holidays, health, vision, and dental package
• 35% off the brands and products we carry