Customer Service Lead

Madix Inc.•Terrell, TX

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Essential Functions People leader not an individual contributor Can do CSR role but no direct responsibilities to customers. Able to jump in only if needed Dealing with any unresolved issues beyond a CSR role’s capabilities Lead 1:1’s, work balancing, training, culture execution, on boarding new customers Joining strategic customer calls, soliciting feedback, and making continuous improvement efforts within their team. Inspiring team members & motivating them to reach individual & team goals Keeps team aligned to global KPI’s Handles escalations and evaluates team member's performance. Preparing & providing feedback on performance & reviews to CS Manager/Director Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Provide assistance to team members whom are experiencing difficulties with their job duties by putting them through and giving them personal coaching Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards Serve as the intermediary between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work. Creating team-building opportunities Fostering positive relationships Encourage open communication Celebrating team successes Job Knowledge, Skills & Abilities Showcase good leadership skills to carry team members along Excellent skills for communicating and relating with both staff members and customers Good interpersonal skills to create a cordial relationship with team members Ability to multitask Have good temperate to handle disputes and emergencies Must be result oriented. Education and Experience High school diploma or equivalency certificate. Two to four years customer service related work experience. Work Environment Generally 8 hour days, 5 days a week, indoors in a controlled environment. Occasional overtime required when necessary. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Benefit Details Group Health Insurance Company Paid Group Term Life Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care 401k – Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election) Holidays – 9 per year (Eligible after 30 days of employment) Vacation time Educational Assistance Employee Assistance Program Onsite Clinic – Free medical visits Safety and Attendance incentives Employee Appreciation Days If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Madix is a company about people—our employees, our clients, and our community. Our reputation as an innovative leader in the store-fixture industry is a product of the hard work and dedication of our team members. At Madix, every individual plays a vital role in the success of our company, which is why we in turn strive to help employees achieve their professional and personal goals. We also are committed to maintaining a diverse work environment where everyone feels safe, inspired, and returns home each night fulfilled by the work they do. Investing in our employees and respecting our people is the best way to preserve our future as a company.

Requirements

Showcase good leadership skills to carry team members along
Excellent skills for communicating and relating with both staff members and customers
Good interpersonal skills to create a cordial relationship with team members
Ability to multitask
Have good temperate to handle disputes and emergencies
Must be result oriented.
High school diploma or equivalency certificate.
Two to four years customer service related work experience.

Responsibilities

Dealing with any unresolved issues beyond a CSR role’s capabilities
Lead 1:1’s, work balancing, training, culture execution, on boarding new customers
Joining strategic customer calls, soliciting feedback, and making continuous improvement efforts within their team.
Inspiring team members & motivating them to reach individual & team goals
Keeps team aligned to global KPI’s
Handles escalations and evaluates team member's performance.
Preparing & providing feedback on performance & reviews to CS Manager/Director
Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
Provide assistance to team members whom are experiencing difficulties with their job duties by putting them through and giving them personal coaching
Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor
Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
Serve as the intermediary between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
Creating team-building opportunities
Fostering positive relationships
Encourage open communication
Celebrating team successes

Benefits

Group Health Insurance
Company Paid Group Term Life
Dental, Vision, Short Term Disability, Long Term Disability, and Critical Care
401k – Eligible day one of employment (Contributions can be from 1% to 50% of salary. Company match of up to 4% quarterly based on safe harbor election)
Holidays – 9 per year (Eligible after 30 days of employment)
Vacation time
Educational Assistance
Employee Assistance Program
Onsite Clinic – Free medical visits
Safety and Attendance incentives
Employee Appreciation Days