Customer Service Rep Lead

The Hillman Group, Inc.•Rome, GA

5d•Onsite

About The Position

The Customer Service lead role provides exceptional service through identification and resolution of inquiries from customers and other Hillman employees. The lead also serves as the subject matter expert while assisting customer service agent with questions. The lead will assist in handling inbound calls providing support in the areas of inquiries, and complaints. Essential Job Functions Maintains a comprehensive knowledge of multiple product lines, including part numbers, features, account-specific plan-o-grams, units of measure/packaging and pricing. Maintains a comprehensive knowledge of multiple account specifications/guidelines, including order procedures and account-specific product offerings. Monitors phone queues and notifies supervisor of back-ups. Completes outbound call assignments and projects without compromising inbound call goals. Researches and resolves a variety of customer concerns and complaints. Assists in the training of new hires and acts as a mentor to junior members of the department. Acts as a back-up for immediate supervisor as needed. With management, works to improve procedures and identify strategies for change. Acts as a liaison between management and CSRs to help bridge any communication gaps. Handles escalated customer service calls as needed. Assists the Customer Service Supervisor as needed. Participates in department improvement teams. Performs all other related duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Requirements

High School diploma or GED equivalent is required; College degree or equivalent in education and work experience is preferred
One year of customer service or call center experience.
Good mechanical aptitude; ability to successfully complete training on Hillman equipment.
Good presentation skills and ability to provide information to department.
Excellent communication skills: ability to effectively communicate technical information and know-how to users.
Working knowledge of computer applications (i.e., MS Office Suite), and ability to learn in-house software applications.
Ability to type 45 wpm.
Strong problem-solving skills and ability to work with a variety of personalities; maintain composure under stressful conditions.

Responsibilities

Maintains a comprehensive knowledge of multiple product lines, including part numbers, features, account-specific plan-o-grams, units of measure/packaging and pricing.
Maintains a comprehensive knowledge of multiple account specifications/guidelines, including order procedures and account-specific product offerings.
Monitors phone queues and notifies supervisor of back-ups.
Completes outbound call assignments and projects without compromising inbound call goals.
Researches and resolves a variety of customer concerns and complaints.
Assists in the training of new hires and acts as a mentor to junior members of the department.
Acts as a back-up for immediate supervisor as needed.
With management, works to improve procedures and identify strategies for change.
Acts as a liaison between management and CSRs to help bridge any communication gaps.
Handles escalated customer service calls as needed.
Assists the Customer Service Supervisor as needed.
Participates in department improvement teams.
Performs all other related duties as assigned.