Customer Care Lead

Shamrock Foods • Commerce City, CO

5d • $26 - $28

About The Position

The Customer Care Lead coordinates activities for the Customer Care team by performing the following duties either personally or through subordinate associates - scheduling of associates and/or route coverage, on-going communication regarding expectations of performance & service level commitments, facilitation of on-going training and certification, associate coaching, and mentoring. They are responsible for monitoring associate’s daily productivity and service level. They will also monitor the processes and systems related to the servicing of internal and external customers, other departments, and internal support needed by the sales staff to include, but not limited to, phone queue inquiries, route coverage and/or customer escalations (internal/external).

Requirements

• High school diploma or General education degree (GED). Bachelor’s degree preferred.
• 4+ Customer Care or administrative support experience required.
• Strong mathematical and analytics skills
• Excellent interpersonal communication skills; collaborative mindset
• Excellent written and verbal communication skills
• Proficient in Microsoft Office suite; Word, Excel, PowerPoint, and Outlook
• Must be flexible and willing to work the demands of the department which are subject to weekends, and holidays

Nice To Haves

• Previous leadership experience a plus
• Experience working in a fast-paced environment preferred
• Salesforce or Customer Relationship Management (CRM) software experience preferred

Responsibilities

• Develop and implements tactical development plans to accomplish corporate and divisional goals.
• Analyze and organize Customer Care daily operations and procedures to provide service to external and internal customers, flow of correspondence, associate training & development, call coaching and other sales support services as needed or directed
• Support Customer Care Specialists to ensure competency, completeness, accuracy, and timeliness of work.
• Analyze service level reports & activities.
• Evaluate Customer Care productivity, revise procedures and/or develop new forms to improve efficiency and effectiveness of workflow and associates.
• Maintain standardized and professional correspondence procedures and style practices.
• Maximize capacity for phone queue; scheduling, facilitation and communication to department associates & sales for route coverage
• Inspire team cooperation for shared duties/responsibilities.
• Review and/or address customer requests or complaints to identify and implement process improvements to make department more efficient and customer centric and fortify relationships with both internal/external customers.
• Encourage associates to identify opportunities for process simplification and/or improvements.
• Other duties as assigned

Benefits

• Benefits are a major part of your overall compensation, and we believe offering them at an affordable cost is not only the right thing to do, but it helps keep you and your family healthy. That’s why Shamrock Foods pays for the majority of your health insurance, allowing you to take home more of your paycheck.
• 401(k) Savings Plan
• Profit Sharing
• Paid Time Off
• incredible growth opportunities
• continued education
• wellness programs

What This Job Offers

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