Customer Service Lead

Working for one of our world-class brands means being part of a great working environment and collaborating with people from all corners of the world on a product you are proud of.

 

Summary:

We are looking for a Team Lead to mentor and provide effective guidance to our Cigars International call center team. You will be responsible for overseeing call floor activities and coaching and motivating team members daily. As a Team Lead, you will be the contact point for the CSR’s so your communication skills should be excellent. You should also be able to be proactive to ensure smooth team operations and effective collaboration.

 

What can you expect as a Customer Service Lead with Scandinavian Tobacco Group/General Cigars Company?

• Foster an inspiring team environment that nurtures open communication.
• Execute team goals that are set by the Contact Center leadership team.
• Delegate tasks and set deadlines for representatives.
• Oversee day-to-day operations on the call floor and report any issues or escalations to management.
• Monitor team performance and report on metrics.
• Motivate team members to achieve sales goals such as SPIFF’s and up-sells
• Identify training needs and provide coaching on policies and procedures to call floor representatives.
• Recognize high performance and praise accomplishments

Your areas of knowledge and expertise (that matter the most for this role):

• HS Diploma or GED and 1-2 years of relevant experience or an equivalent combination of education and experience
• In-depth knowledge of performance metrics, for example: sales, call stats
• MS Office Proficient: Word, Excel, Outlook
• Excellent communication, leadership and decision-making skills to help motivate team members and resolve issues with customers and customer accounts
• Strong organizational and time-management skills

We value our employees and in addition to our competitive salaries, we offer a competitive benefit package to our talented team members including:

• Comprehensive Health Care, Vision & Dental Plan
• Flexible Spending Account
• Disability Plans
• Basic & Supplemental Life Insurance
• Additional Supplemental Benefits
• Paid Vacation, Paid Time Off (PTO) days, Holidays
• 401(k) Retirement Saving Plan including a generous Company match

 

What happens next?

• You Apply – Craft your career with us!
• We carefully review your application (over a nice cup of coffee).
• The important thing to know is that we process applications on an ongoing basis, so we encourage you to submit your application as soon as possible
• If we are a match, you’ll receive an email or a call from our HR team
• And a final note for you to know - We'll get back to you — even if it's a no (for now)

 

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees.  To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.

*Please be informed that this Direct Search is conducted exclusively by the Scandinavian Tobacco Group. We do not accept applications from agencies, and we will not provide compensation for unsolicited CVs.