Customer Service Representative

Bunzl Distribution NA • Winston-Salem, NC

17d • Onsite

About The Position

The Customer Service Lead will provide quality and efficient customer service of customers through the daily management of a team of Customer Service Representatives. Responsible for assisting the Customer Care manager with development, analyses and implementation of staffing, training, scheduling, performance management, and reward and recognition programs.

Requirements

• High School diploma; Bachelor's degree preferred
• 3 or more years of experience within a Customer Service/Call Center environment
• Prior experience leading a team, ability to lead people and get results
• Passionate, high energy, hands-on leader who has the skills to lead in a high growth environment with rapid change.
• Build relationships, trust and credibility
• Communicate effectively, both verbally and in writing
• Effectively work in a Windows environment with experience in Outlook, Word and Excel
• Excellent verbal and written communication skills
• Problem solver with the ability to multi-task using judgment and decision-making skills
• Excellent detail-oriented customer service skills

Responsibilities

• Provide daily direction and communication to employees so that customer service calls are answered in time, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Suggest methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Be available for employees that experience work problems proving appropriate coaching, counseling, direction and resolution.
• Ensure that employees have the appropriate training and resources to perform their jobs.
• Respond to and resolve employee relations issues escalating to the Customer Care Manager and Human Resource Department as required.
• Create and maintain a high quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy.
• Assist Customer Care Manager with daily operation of call center to include the development, analyses and implementation of staffing, training, scheduling and recognition programs.
• Lead special projects as needed.
• Establish work procedures and processes that support DDS and departmental standards, procedures and strategic directives.
• Use appropriate judgment in upward communication regarding department or employee concerns.
• Supports and drives ongoing change within the organization.
• Ensures compliance with company policies and procedures.

Benefits

• Access to a portion of your earned wages before payday
• Convenient pay card option - no bank account required
• Take control of your finances with flexible pay access
• Medical, Dental & Vision Benefits effective the 1st day of the month after 30 days
• Paid Time Off - Vacation, Sick, Holidays and Personal Time
• 401K with generous company match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED