Customer Care Lead

Mason Companies Inc•Chippewa Falls, WI

About The Position

Along with the Customer Care Center Sr. Operations Manager and Senior Team Lead, the Lead is responsible for daily supervision of the day-to-day activities of the Customer Service Representatives (CSRs), ensuring that they are meeting both established customer service levels and work volumes and that they are being addressed in a professional and timely manner. ESSENTIAL POSITION FUNCTIONS: Drives Value Discipline metrics by managing workflow at the Lead Desk.Scheduling staff according to planned call volume and labor budget.Helps to create a supporting and consistent work environment, focused on the highest level of customer service and care.Answers questions and provides timely constructive feedback to CSRs; Maximizes CSR performance and skills through appropriate coaching and ongoing training.Addresses all CSR and customer inquiries in a timely manner, without delay.Monitors staff performance by observing all communication channels to ensure that the customers are getting our expected level of service.Provides back-up for all order processing functions.Assists in providing new staff orientation, development and training plans.Coordinate and complete department projects as assigned.Has a full understanding of the opening and closing procedures of the call center and assists when needed. PERIODIC OR SECONDARY POSITION FUNCTIONS: Assists in maintaining Department Records.Professionally represents the Mason Virtual Contact Center on assigned Task Forces & projects.Assists in other support areas as assigned. The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed.

Requirements

Must be a self-starter with the abilities to find answers and make independent decisions.
Strong communication skills, both verbal and non-verbal, are a necessity.
Even tempered, with the ability to relate to all types of people and personalities.
Positive outlook with a "can do" attitude.
Ability to be professional and tactful while working with and/or during training of both new and experienced Customer Service Representatives.
Ability to remain positive and composed during stressful situations of all kinds.
High school diploma or equivalent.
2 years of solid customer service experience.
Must be available to work every other weekend.
Must be able to work holidays.
Must be able to work 40+ hours per week during peak business times.

Responsibilities

Drives Value Discipline metrics by managing workflow at the Lead Desk.
Scheduling staff according to planned call volume and labor budget.
Helps to create a supporting and consistent work environment, focused on the highest level of customer service and care.
Answers questions and provides timely constructive feedback to CSRs
Maximizes CSR performance and skills through appropriate coaching and ongoing training.
Addresses all CSR and customer inquiries in a timely manner, without delay.
Monitors staff performance by observing all communication channels to ensure that the customers are getting our expected level of service.
Provides back-up for all order processing functions.
Assists in providing new staff orientation, development and training plans.
Coordinate and complete department projects as assigned.
Has a full understanding of the opening and closing procedures of the call center and assists when needed.
Assists in maintaining Department Records.
Professionally represents the Mason Virtual Contact Center on assigned Task Forces & projects.
Assists in other support areas as assigned.