Customer Care Lead

Summary

GREAT OPPORTUNITY at MI Windows and Doors - Gratz Corporate!

Customer Care Lead Position!

 

Strong leadership skills to provide guidance and assistance to the department and monitor the issues that affect overall efficiency to the Customer Care Warranty Services team. You will also work alongside the Supervisor for the Customer Care and Field Service team. This is a full-time position, first shift 5 days a week.

What You'll Do

1.     Responsible for the day-to-day activities of the Field Service and Customer Care department.

2.     Responsible for training new hires and monitoring progression and our challenges.

3.     Provide open communication between group and management.

4.     Displays a positive attitude, and approachable to the group’s questions and inquiries.

5.     First line of defense for any escalated homeowner issues that the team members cannot resolve on their behalf.

6.     Expedites the processing of special requests to satisfy customer deadlines.

7.     Remain flexible, open and positive when faced with challenging needs and customer demands.

8.     Conducts himself or herself in a professional, courteous, and ethical manner and maintains confidentiality as required.

9.     Other duties as assigned.

10.   Travel as needed.

Who You Are

1.     High school diploma or equivalent required.

2.     Requires a minimum of two years of experience working in a fast-paced customer support environment requiring heavy telephone, email, or face-to-face interaction with at least one year in a supervisory role; or a successful combination of education and experience to perform the essential functions of the position.

3.     Must have a pleasant telephone manner and proven ability to promote a positive company image on a consistent basis.

4.     Must have strong verbal and written communication skills, proven problem solving and basic math skills.

5.     Must have a proven ability to prioritize, organize and perform multiple tasks simultaneously and be capable of working with a team and independently.

6.     Knowledge of SharePoint and Data Works is preferred.