Customer Relations Team Lead

National Inventors Hall of Fame • North Canton, OH

2d

About The Position

The Team Lead will help facilitate the daily operations and activities in the organization's customer support and call center department, delivering on departmental goals, priorities, policies, and performance, and serving our internal and external audiences for NIHF’s nationally acclaimed educational programming. Customer Relations is responsible for program and registration processing, parent communications, and business-to-consumer logistical support.

Requirements

• Knowledge of the field's concepts and principles
• Excellent communication skills, both verbal and written; customer-centric, can-do mentality
• Excellent organizational skills with an attention to detail; ability to multi-task and respond to high priority requests; able to self-manage responsibilities to meet deadlines
• Well-developed emotional intelligence with the ability to problem-solve and contribute to a positive culture; resourceful, inquisitive, and adaptable to shifting priorities and initiatives
• Capable of producing accurate, high-quality work in a timely manner
• Self-motivated and able to work both independently, collaboratively, and with a team
• Ability to adapt and perform in high-pressure situations, fluctuating work volume, and ever-changing business needs
• Interested in non-profit, logistical support roles, B2B/B2C/B2F communications
• Minimum of 1 year customer service experience
• Must possess schedule flexibility based on business needs and seasonal hours

Nice To Haves

• Ability to develop and motivate others a plus
• Microsoft Office and/or Salesforce experience a plus

Responsibilities

• Assist in the selection and work of a team of top-quality representatives
• Assist departmental leaders in the day-to-day tasks of a team of representatives who are responsible for promoting the organization's products and providing superior service to the organization's clients
• Maintain a comprehensive understanding of our educational programming, systems, databases, applications, communications, and processes to connect relevancy to the roles and responsibilities of staff
• Support the implementation of NIHF initiatives, departmental goals, and metrics, and monitoring real-time performance and outcomes through effective communication and project management to deliver strong qualitative and quantitative results
• Respond to complicated inquiries or challenging customers when more in-depth and knowledgeable assistance is needed; track and provide solution selling recommendations based on the features, advantages, and benefits of our world-class programs
• Collaborate, facilitate, and continuously improve upon department workflows, policies governing scheduling, communications, and customer service protocols
• Assist in maximizing information flow and productivity from CRM/events system, registration system, email, phone system and current phone software; help improve department objectives and specify actions to achieve them
• Assess situational outcomes to determine the best solution and solve problems for our B2C, B2B, and B2F customers; analyze, report on, and resolve customer and operational issues that negatively impact service quality
• Help monitor performance standards to achieve volume and performance productivity of staff members
• Effectively communicate direction and guidance, knowledge checks, and areas of focus to team to increase bench strength, engagement, and satisfaction
• Lead or support cross-departmental tasks, projects, and initiatives; collaborate to integrate processes, identify efficiencies, improve communications, meet/exceed KPI targets, and ensure organizational alignment to positively impact and contribute to the company culture, goals, and mission
• Support and maintain KPIs to ensure targets and organizational goals remain relevant, grow, and evolve with ever-changing business needs

Benefits

• Comprehensive Health Coverage: Enjoy top-tier medical, dental, 100% employer paid vision, and insurance plans, along with flexible spending accounts to help pay for any out-of-pocket medical expenses
• Company-Paid Benefits: NIHF contributes 100% to provide life and disability coverages
• Secure Your Future: Benefit from our 401(k) plan with up to a 4% employer match and 100% vesting upon initial contribution, ensuring your financial stability and growth
• Generous Time Off: Take advantage of paid time off, paid holidays, and a year-end closure from December 24th through January 1st to recharge

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed