Call Center Team Lead

Patterson Companies, Inc. • NC - Remote, NC

1d • $23 - $30 • Onsite

About The Position

The Call Center Team Lead oversees tasks, workflow and productivity of the team and serves as a link between team members and management. The overall objective of the job is to ensure professional, accurate, efficient and compliant processes and team operations.

Requirements

• High school diploma or equivalent
• Combined experience of 3-5 years (Veterinary, Leadership, Patterson, etc.)
• Microsoft Office experience
• Relevant customer service or operations experience.
• Operating a computer or other office devices for the majority of the workday
• May occasionally need to move packages up to 10 pounds such as office supplies or equipment
• Must be able to communicate with others in person, over the phone, and in writing.
• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors
• Must be able to read and interpret various electronic and written documents.
• This position requires on-call attention during hours of operation, up to and including 7:00a ET to 6:00p PT, 5 days a week, and infrequently on weekends if special project or situation warrants.

Nice To Haves

• College degree
• Inside sales experience
• Relevant supervisory experience
• Veterinary Technician experience

Responsibilities

• Promote respect, trust, integrity and good work ethic
• Encourage professional CSR, Customer and TM relationships
• Assist in building employee morale
• Communicate updates or process changes as needed
• Assist with time card changes and approvals
• Assist with time-away from work requests and related calendar postings
• Coordinate activities and schedules for minimal customer impact
• Monitor workflow and allocation of resources
• Seek efficient and accurate processing of transactions
• Manage issues, escalations and resolutions
• Partner with other team leads to develop and share talent
• Assist with documentation and training on operating procedures.
• Provide training on processes, procedures, promotions and programs
• Assist with special projects and other tasks as directed by management
• Assist with SOP reviews, updates and training
• Assist with IT hardware & software updates and related problem resolution
• Assist with regulatory inspections and on-going regulatory compliance
• Assist with facility safety, maintenance and requisitions as needed

Benefits

• Full Medical, Dental, and Vision benefits and an integrated Wellness Program
• 401(k) Match Retirement Savings Plan
• Paid Time Off (PTO)
• Holiday Pay & Floating Holidays
• Volunteer Time Off (VTO)
• Educational Assistance Program
• Full Paid Parental and Adoption Leave
• LifeWorks (Employee Assistance Program)
• Patterson Perks Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED