Customer Service Specialist

A collective energy and ambition. A place where you can make a real difference.

We’re a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Onsite - Fort Collins, CO

Role Summary                                                          

The Customer Service Specialist in a call center is responsible for providing leadership and support to both customer service representatives and supervisors. This role ensures the effective operation of the call center by guiding team members, addressing escalated issues, monitoring performance, and implementing strategies for continuous improvement. The Customer Service Specialist works closely with supervisors to ensure consistency in service delivery and quality.

Role Accountabilities and Responsibilities                                             

Leadership and Support:

• Provide guidance and support to customer service representatives and supervisors to ensure high performance and adherence to company standards.
• Conduct regular meetings with supervisors to discuss team performance, challenges, and opportunities for improvement.
• Serve as a point of escalation for complex customer issues and complaints, ensuring timely and satisfactory resolution.
• Foster a positive and collaborative work environment, promoting teamwork and professional development.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) for both representatives and supervisors, such as call volume, response times, and customer satisfaction.
• Analyze performance data to identify trends and areas for improvement.
• Prepare and present regular reports on team performance, customer feedback, and operational efficiency to senior management.

Training and Development:

• Develop and deliver training programs for representatives and supervisors to enhance their skills and knowledge.
• Ensure that all team members are up-to-date with product knowledge, company policies, and customer service best practices.
• Provide coaching and mentorship to supervisors to support their professional growth and development.

Process Improvement:

• Identify and implement process improvements to streamline call center operations and enhance customer satisfaction.
• Collaborate with supervisors and other departments to address and resolve cross-functional issues that impact customer service.
• Stay informed about industry trends and best practices in customer service and call center management.

Operational Management:

• Oversee the daily operations of the call center, ensuring that customer inquiries and issues are handled promptly and effectively.
• Coordinate with supervisors to ensure adequate staffing levels and efficient scheduling.
• Develop and implement customer service policies and procedures to maintain high standards of service quality.

Customer Experience Enhancement:

• Continuously assess and improve the customer journey across all touchpoints to ensure a consistent and positive experience.
• Implement mechanisms to gather customer feedback and drive actionable insights.
• Champion customer-centric initiatives to enhance satisfaction and loyalty.

Operating Knowledge, Skills, and Abilities                                                       

• Shopify
• CRM (in-house customer management system)
• E-Portal
• Avaya Phone System
• Encore (Workforce Management Software)
• Knowledge of processes across all accounts located at Waterpik.
• Microsoft Office (Word, PowerPoint, Excel)
• Good organizational/time management skills required
• Excellent oral and written communication skills
• Typing Proficiency

Education and Experience                                                          

• High school education or equivalent (Post HS graduate studies or degree preferred)
• Three years of customer service experience required, preferably in an order entry, manufacturing, call center or fulfillment environment.
• Must be computer literate and