Lead Customer Service Rep- (USABLUEBOOK-Waukegan, IL)
About The Position
USABlueBook (a division of HD SUPPLY) is the recognized source of products and technical support for professional water and wastewater operators. As the company founded by utility operators, it is our goal to remain the industry’s top technical and customer service leader. Location: 3781 Bur Wood Dr, Waukegan, IL 60085 Schedule: Benefits: Medical, Dental, Vision, Life, 401k, Vacation, Sick Time Proficiency with Microsoft Outlook/Word/Excel Must be able to pass a background/drug test High-Volume Call-Center Experience preferred Job Summary Responsible for administering and providing oversight for a wide variety of Customer Care functions. Provide mentoring and direction for a team of customer care associates responding to inquiries regarding product selection, services and issues.
Requirements
- Proficiency with Microsoft Outlook/Word/Excel
- Must be able to pass a background/drug test
- Technical certification or associate degree may be required in some areas.
- Generally 7+ years of experience in area of responsibility.
Nice To Haves
- High-Volume Call-Center Experience preferred
Responsibilities
- Coordinates daily work assignments with Customer Care Associates by reviewing the phone queue and work schedules.
- Problem solves and troubleshoots processes for escalated issues.
- Supports and leads the team by facilitating knowledge and participation in department incentive and initiative program(s)
- Resolves escalated issues by offering options and coordinating efforts with various departments to develop solutions.
- Insures all proper procedures are followed through by staff.
- Provides guidance and direction to associates in the interpretation and administration of customer care policies and procedures.
- Utilizes computerized system for tracking, information gathering, and/or troubleshooting.
- Audits and provides quality control on services levels, inputs, and error rates.
- Provides back up on all functions and performs other duties as needed.
Benefits
- Medical
- Dental
- Vision
- Life
- 401k
- Vacation
- Sick Time
- Medical (with Prescription drug coverage), dental, and vision plans
- Health care and Dependent Care FSA (as applicable)
- 401(K) with company match
- Paid Holiday, Vacation, Personal Time, and Wellness Day
- Paid Sick Time
- Life and Accidental Death & Dismemberment Insurance
- Short and Long-term Disability Insurance
- Critical Illness Insurance
- Accident Insurance
- Whole Life insurance
- Commuter Benefits
- Tuition Reimbursement
- Employee Assistance Program
- Adoption and Surrogacy Assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
