College Customer Service Team Lead

Lakeshirts•Detroit Lakes, MN

4d•Hybrid

About The Position

CUSTOMER SERVICE IS NOT A DEPARTMENT, IT'S AN ATTITUDE. THE OPPORTUNITY: We're looking for a leader to embrace this philosophy & contribute to our value of WOWing our Customers. If you work well under pressure, can handle any conflict and bring about a positive result (hello, service with a smile), while keeping an even keel, this position might fit you to a tee. The College Rep Coordinator Lead will be an active Rep Coordinator, as well as leading a team of College RCs and supporting roles. This position will work collaboratively with other leads/trainers to communicate and maintain standards within each division. This is an onsite position at our HQ in Detroit Lakes, MN, with the opportunity of remote work one day/week. Schedule: Monday-Friday, 9a-5p, 40-45+ hours per week

Requirements

At least 2 years of leadership experience managing a minimum of 5 employees
5 years of Customer Service experience preferred
Must have the skills, curiosity, and desire to run & scour Excel reports through the use of filters, pivot tables, formulas, etc., to identify potential bottlenecks or issues that need to be addressed on a daily basis
Ability to multi-task, problem solve, pay attention to detail
Independent decision-making skills with reason and good judgment
Ability to work well in a team
Must be reliable, responsible, flexible and take direction well
Must be able to handle multiple interruptions and follow through
Excellent communication skills both written and oral
Must love dogs (we kinda like them at our MN headquarters, and we hope you do, too)
Proficiency using technology, such as PowerPoint, Excel and Word, to be organized and efficient
Welcoming of change nimble and open minded
Personable, friendly, energetic, humble, optimistic, and have a good sense of humor
Excellent verbal and written communication skills
Must have an ability to recognize our culture, contribute to it, and be a part of it.
Must have both Cable and DSL for Internet Types
Must supply their own equipment (including but not limited to monitors, cameras, and computer accessories)
We recommend employees have two monitors for work tasks
Download Speed: A minimum download speed of 100 megabits per second (Mbps) is necessary to ensure swift access to online resources, efficient communication, and seamless collaboration with your colleagues. We recommend 200 Mbps download.
Upload Speed: Your internet connection should have a minimum upload speed of 20 megabits per second (Mbps). This speed allows for smooth sharing of files, participating in virtual meetings, and contribution to our collaborative work environment. We recommend 50 Mbps Upload.

Responsibilities

Manage daily support for your assigned sales rep base and maintain standards of service
Work closely with manager and trainer to field questions and concerns
Work with the production team to ensure customer requests are met
Reassign work and adjust team focus as necessary to ensure deadlines and daily needs are met
Communicate urgent division needs or flag upcoming orders with special needs
Work closely with other leads throughout the necessary departments at Lakeshirts to uphold standards and communicate changes to team in a timely manner
Ensure service level agreements are being met by team and contributing departments
Communicate with reps, customers, and fellow employees on the phone, in person, and via email in a manner that is professional and MN nice; working with RC's on the team to ensure the same
Conducts weekly check-ins with team and reports performance to Customer Service Manager
Communicate inconsistencies in standards to the Customer Service Manager
Collaborate with Customer Service Manager to overcome any team member concerns and performance issues
Conduct quarterly performance and yearly increase reviews with employees in conjunction with manager
Review processes periodically to increase efficiency
Manage payroll and attendance for team