J202601103 Customer Service Lead (Open)
About The Position
The Customer Service Lead must have a strong customer service skill set and the ability to support company core values and goals. This position is responsible for supporting employee performance and development, monitoring the team on a regular basis and maintaining accurate documentation. The Customer Service Lead demonstrates commitment to customer retention and teamwork. The ideal candidate represents the organizational core values in every interaction by possessing the initiative to seek and embrace change, remain flexible as the business needs require, demonstrate the ability to improve the company by establishing and achieving goals, and maintaining a style of communication that is open and honest. Duties also include: assisting with customer and department related escalations; handling of inbound calls and phone support for multiple work groups; handling email and mailed correspondence; lead tester on CRM projects, as required; handle conference calls for testing and District communication, as required. All other duties as assigned based on the needs of the business. Every connection is unique – just like us Quadient helps our customers create connections. Each connection, each customer matter. At Quadient, we also value individuality. We celebrate uniqueness and diversity. We want to recruit people who will bring different experiences and perspectives to our work. The empowerment, passion, inspiration and sense of community of our people set us apart. We call it: The Power Of You.
Requirements
- High School Diploma or equivalent (GED) required.
- 3+ years of customer service experience.
- Must be able to multi-task in a high-volume, fast-paced call center environment.
- Must enjoy direct interactions with customers and employees.
- Demonstrates commitment to problem solving and resolution.
- Must possess excellent written and verbal communication skills.
- Superior interpersonal skills and professionalism to communicate by phone, email and in-person with customers and fellow employees.
- Basic computer skills including outstanding typing and 10-key by touch.
- Proficiency in Windows based applications including Microsoft Office (Word, Excel, Outlook, etc.).
- Must work well under pressure.
Nice To Haves
- Associate's degree or continuing education classes preferred.
- Leasing experience in the office equipment industry preferred
- Knowledge of Order Care processes and procedures preferred.
- Hands on experience of troubleshooting depot repair and other products as required preferred.
- Hands on knowledge of the following systems preferred: Salesforce, CRM, Atlas, ERP, SFDC, ServiceMax, OLS
Responsibilities
- supporting employee performance and development
- monitoring the team on a regular basis
- maintaining accurate documentation
- assisting with customer and department related escalations
- handling of inbound calls and phone support for multiple work groups
- handling email and mailed correspondence
- lead tester on CRM projects, as required
- handle conference calls for testing and District communication, as required
- All other duties as assigned based on the needs of the business
Benefits
- Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
- Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
- Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
- Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
- Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
