Customer Support Night and Weekend Lead

Johnny's Selected Seeds•Fairfield, ME

2d•$19 - $19•Onsite

About The Position

The Night & Weekend Lead serves as the primary operational resource during evening and weekend hours. This role supports team members, assists with customer escalations, helps manage workflow priorities, and serves as a point of contact when leadership is unavailable. The Night & Weekend Lead provides guidance and support to teammates while helping ensure customer needs, service levels, and business priorities are met. This is an in-house position. This is a full-time position working evenings and weekends during the months of January through May. Night & Weekend Lead hours are Saturday & Sundays, 8 AM – 5 PM, and three weekdays TBD, 4:00 PM – 8:00 PM

Requirements

2 years of experience in a Contact Center or Customer Service environment.
Demonstrated strong customer service skills.
Strong working knowledge of Customer Support processes and systems.
Ability to work independently and make sound decisions.
Effective communication and problem-solving skills.
Ability to remain calm and professional during escalated situations.
Demonstrated reliability and accountability.
Positive attitude and willingness to support team members.
Ability to motivate and lead by example to inspire the team to uphold Johnny's high standards.
Ability to deal with ambiguity and multiple direction changes.
Abiltiy to work with different personal styles and approaches.
Dependable, punctuality and readiness to work.

Responsibilities

The first point of contact and resource for team members during extended peak hours.
During Peak, rotate with other Pod Leads for weekend and evening coverage.
Assist the team members when responding to inquiries and escalated complaints, ensuring customers receive professional and efficient customer service.
Ensure the team is creating and maintaining accurate records of customer interactions, and other relevant data.
Stay current on Johnny's product lines, Johnny's internal policies and procedures.
Oversee sales order channels and workflows to ensure service and sales volumes are moving forward through the proper processes and systems.
Oversee omni-channel communications, make adjustments to the staffing levels to maximize all SLA commitments.
Work with the management team to create and deliver KPI's that result in positive change and business efficiencies.
Assist in educational information updates staff, ensuring they have the most current resources and information to service our customers.
Communicate problems to the manager as well as any positive or negative feedback.
Other tasks and responsibilities as needed or assigned.
Function as a positive mentor for specialists.