eBusiness Customer Support Team Lead

Airgas•Germantown, WI

8d•Hybrid

About The Position

The eBusiness Customer Support Team Lead provides day-to-day support, guidance, and training to the team, serves as the first point of escalation, and helps train new associates. The role actively performs team responsibilities while leading, guiding, and developing associates to achieve team and individual goals and promoting a culture of excellence and a positive team environment. This position is hybrid in Germantown, Wisconsin, with three days in the office and two days at home. The Team Lead works with customer support associates to manage workload, review performance metrics, improve processes, resolve escalated customer issues, and support hiring and performance reviews.

Requirements

At least 4 years of customer service experience.
1–2 years of leadership experience.
Proficiency with Microsoft and/or Google Suite.
Ability to lead a group and participate in leadership meetings.
Strong customer focus and customer service orientation.
Problem-solving experience.

Nice To Haves

Bachelor’s degree.
Thorough understanding of SAP and Airgas companies.
Demonstrated ability to self-manage and deliver results.
Ability to work in a fast-paced environment and multitask.

Responsibilities

Act as the first point of contact for team members.
Identify, analyze, and communicate process improvement opportunities to create efficiencies.
Maintain a strong understanding of company capabilities and a broad range of products, practices, and procedures.
Direct team efforts and delegate work to balance daily workload.
Assist the team when workload requires while maintaining peak efficiency.
Review and analyze team metrics.
Participate in associate training and development.
Provide regular input on team performance and recommend actions to the supervisor.
Promote a cohesive, collaborative team environment through inclusive and positive communication.
Listen to and evaluate associate calls, provide feedback, and set measurable skill-enhancement objectives focused on CS2 behaviors.
Participate in interviews and provide hiring recommendations.
Provide regular input for annual associate performance reviews.
Assist with escalated customer issues and engage the supervisor with a resolution plan for complex issues.
Anticipate and correct customer problems.
Investigate and resolve escalated issues posted on social media.
Manage, organize, and prioritize workload to complete daily responsibilities.
Actively participate in departmental and leadership meetings.
Perform other position-related duties as assigned or requested.