Customer Service Lead ConFab

 

 

Job ID:  515069

 

Leviat, a CRH company, is a global leader in lifting, insulating and connecting technology for the construction industry. The company employs nearly 3,000 diverse, talented employees at 60 locations globally. Leviat's engineered products and innovative construction solutions are used in a variety of market segments from residential, non-residential and infrastructure, enabling users to build better, stronger, safer, and faster. We stand together to REINVENT THE WAY OUR WORLD IS BUILT.

 

Job Summary

 

Customer Service Leads play a pivotal role in shaping the customer experience, acting as the bridge between support team and the manager.  They are tasked with overseeing the day-to-day operations of the customer service team, ensuring that each customer interaction is handled with care and efficiency.  Their role encompasses a mix of team leadership, process optimization, and direct customer engagement, all aimed at delivering exceptional service and fostering customer loyalty.

 

Job Location

 

This role will work onsite at our Riverview, FL location.

 

Job Responsibilities

 

• Managing and leading a team of customer service representatives, providing training, and coaching to ensure high-quality service.
• Monitoring team performance, aid leadership in setting customer service metrics, and analyzing data to inform service improvements.
• Handling price changes up to given authority and complex customer inquiries or complaints that have been escalated from frontline team.
• Manage territory alignment of customer service team and yourself.
• Developing and implementing customer service policies and procedures to standardize and improve service delivery.
• Collaborating with other departments to resolve customer issues and improve the overall customer experience.
• Ensuring customer service team has the necessary tools, resources, and information to effectively assist customers.
• Providing regular feedback to team members, conducting performance evaluations, and managing team schedules.
• Identifying training needs and opportunities for skill development within the customer service team.
• Participating in the recruitment and hiring process for new customer service team members.
• Keeping abreast of new product launches, company policies, and industry trends to provide accurate information to customers.
• Facilitating communication and fostering a positive work environment to maintain high employee morale and motivation.
• Acting as a customer advocate by providing feedback to management teams on customer needs and experiences.

 

Job Requirements

 

• Previous supervisory experience in inbound/outbound call center, insides sales experience, or related sales.
• Proven track record of managing customer interactions and resolving escalated issues
• Strong leadership and team management skills, with the ability to coach, motivate, and develop staff
• Excellent communication (verbal and written) and interpersonal skills
• Proficient in Microsoft Office Suite
• Strong problem-solving and conflict resolution abilities
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• High emotional intelligence and empathy for customers and team members
• Ability to remain calm under pressure and lead by example
• In depth understanding of customer service best practices and KPIs
• Familiarity with performance monitoring tools and reporting metrics
• Strong organizational skills with attention to detail
• Systems used: AX (ERP), Lima (Transportation System), and Salesforce (CRM)

 

What CRH Offers You

 

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion

 

 

About CRH

 

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.