Customer Service Center Lead

TUFFSHED•Lancaster, TX

34d•Onsite

About The Position

Based at the Customer Service Center, the Customer Service Center Lead (CSC Lead) is responsible for being the first point of contact for the CSC Representatives (CSC Reps), who provide wholesale products and services to Tuff Shed’s Home Depot (HD) program. Additionally, s/he is responsible for providing excellent customer service and support to our customers, partners, and peers in order to achieve Company sales and customer satisfaction objectives. Tuff Shed is recruiting a full time Customer Service Center Lead Build your future with Tuff Shed as a successful Customer Service Center Lead! Responsible for selling wholesale products and services to Home Depot customers Acting as the first point of contact for CSC Reps to assist with customer issues, escalated issues/ complaints, order issues, and general questions as well as answering general business questions, specific building questions, and procedural questions Motivates and encourages CSC Reps through communication and public recognition in order to promote a positive team atmosphere Utilizes CRM to convert customer leads and assign to CSC Reps; Checks the general email box and reacts accordingly Monitor phone system, chats and leads for the purpose of performing daily business in the CSC Trains and coaches all team members on procedures and applications while providing feedback to manager Provides input/feedback on office procedures, policies, incentives, contests, meeting content Performing all other duties, tasks and responsibilities as assigned by the Tuff Shed management In order to perform the above functions, the CSC Lead must be present in the Customer Service Center, as scheduled, and work all required hours including, shift coverage, extended shifts or last minute scheduling adjustments The CSC Lead will be required to work overtime (including some weekend work) in order to fulfil the requirements of the role

Requirements

Hands-on computer skills in Microsoft Office and Internet applications required; experience in utilizing Customer Relations Management (CRM) software is highly preferred
Ability to solve problems using sound logic and good business judgment
Ability to read, write and understand instructions given orally, in writing and/or in diagram form
Ability to prepare written correspondence and reports that create a professional image for Tuff Shed
Ability to effectively communicate at all levels, including customers, business partners, suppliers, co-workers, managers, and the general public
Ability to prioritize and effectively manage time
Ability to work successfully within a team environment
Coaching, training experience at a customer service/call center preferred
Sales experience preferred

Nice To Haves

Hands-on computer skills in Microsoft Office and Internet applications required; experience in utilizing Customer Relations Management (CRM) software is highly preferred
Coaching, training experience at a customer service/call center preferred
Sales experience preferred

Responsibilities

Selling wholesale products and services to Home Depot customers
Acting as the first point of contact for CSC Reps to assist with customer issues, escalated issues/ complaints, order issues, and general questions as well as answering general business questions, specific building questions, and procedural questions
Motivates and encourages CSC Reps through communication and public recognition in order to promote a positive team atmosphere
Utilizes CRM to convert customer leads and assign to CSC Reps; Checks the general email box and reacts accordingly
Monitor phone system, chats and leads for the purpose of performing daily business in the CSC
Trains and coaches all team members on procedures and applications while providing feedback to manager
Provides input/feedback on office procedures, policies, incentives, contests, meeting content
Performing all other duties, tasks and responsibilities as assigned by the Tuff Shed management
The CSC Lead must be present in the Customer Service Center, as scheduled, and work all required hours including, shift coverage, extended shifts or last minute scheduling adjustments
The CSC Lead will be required to work overtime (including some weekend work) in order to fulfil the requirements of the role