Customer Care Team Lead

Basic Function:

Provides customer care support by assisting customers through processing orders, enhancing incoming orders, and coordinating with other departments. Supports the Customer Care and field team in achieving goals under the Customer Care Manager and Director. Provides people leadership to a small team of representatives or specialists as direct reports under guidance of Customer Care Manager and Director.

Responsibilities:

• Sets day to day objectives and is the go-to person for Customer Care Representatives or Specialists for training and questions and has a proven track record of teamwork and demonstrated leadership skills.

• Participates in and/or leads small projects and initiatives for Customer Care team under the guidance of Customer Care Manager and Director.

• Monitors queues and ensures timely processing and follow-up.

• Handles upset customer (Escalations) and provides conflict resolution for complex situations.

• Assists Customer Care Manager and Director with schedules to ensure adequate coverage.

• Processes and enhances orders utilizing telephone, computer, and interpersonal interactions according to internal procedures.

• Verifies warranties as well as, enters complaints, customer feedback and issues authorizations for returns in computer system, solves invoice queries and follows up as needed.

• Provides pricing and availability to the customer by referring to product price list.

• Enters customer information into CRM system and is responsible for customer interactions.

• Generates superior communication with field sales and other departments through CRM system.

• Communicate with customers via incoming calls, outgoing calls, email, webchat and other applicable methods.

• Provides a superior customer experience through excellent written and verbal communication according to our Össur's quality assurance standards.

• Accurately processes orders same day as received from customer.

• Maintains product and technical knowledge by actively participating in ongoing training and development courses.

• Provides new hire training and updates/maintains any training or otherwise specialized documents.

• Maintains professional relationships with internal and external customers. 

• Utilizes Microsoft Office products (Windows, Word, Excel, and Access) and Navision in daily activities.

• Conduct daily team huddles to ensure that team members are provided with any process changes and/or updated information.

• Develop the team to ensure delivery of a consistent information and superior customer experience.

General:

• All employees must be aware, have knowledge and shall have received general training in Quality requirements of Össur. Training takes place in the Onboarding process and in New Employee Orientation. More specific Quality training is job specific.

• Exercises good use of company funds and property within the set guidelines. Maintains an honest and professional attitude as the company’s representative at all times.

• Contributes to a safe working environment by maintaining own workspace and reporting any potential hazard.

• Adhere to Company’s safety rules.

• Adhere to Company Values – Honesty – Frugality – Courage.

• Perform other duties as requested.

Qualifications:

• High School graduate with 5 years’ experience in customer service.

• People leadership experience preferred.

• Basic knowledge of accounting terms and transactions desirable.

• Basic medical terminology desirable.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Individuals may need to sit or stand as needed. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day. Proper lifting techniques required. May include lifting up to 25 pounds for files/computer printouts on occasion.

The US base pay range for this full-time position is $22.83 - $28 an hour + benefits. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire pay rate. Within the range, individual pay is determined by work location and additio