Lead of Customer Service

Talent Acquisition Team•Arcola, IL

8d•Onsite

About The Position

The key to an excellent graduation experience is to ensure that if customers need our assistance, that we respond timely and empathetically, hopefully resolving their issue on first contact. Reporting to the Customer Service Supervisor, the Lead will learn all CS roles to provide optimal productivity in the department. Flexibility and the ability to manage multiple workstreams are necessary; other duties are needed from time to time.

Requirements

Experience in a customer service leadership function preferred; progression in a CS organization, from junior to senior agent.
Strong organizational and interpersonal communication skills.
Reading, writing and math skills commensurate with job duties.
Good working knowledge of PC and related software programs, specifically Microsoft Office programs with an emphasis on Excel.
Ability to work independently with minimum supervision.
Physical strength and dexterity to perform essential job functions.
Strong product knowledge and basic working knowledge of Warehouse Processing and Manufacturing Department procedures and personnel.

Nice To Haves

Power BI skills are a plus.

Responsibilities

Coordinate the daily activities of Customer Service.
Train new CS hires and any additional training that is needed for new/updated CS processes.
Assist Supervisor in workforce management, to ensure adequate CS Agent availability during working hours to handle phone and email/ticket queues.
Monitor email and phone queues to ensure adherence to the “24 & 2” SLA. Flag risks to the Zendesk/ Aircall SLA to the Supervisor, as appropriate.
Assist Supervisor in preparing regular updates, such as GEMBA and SQDIC.
Assist Supervisor in performing regular call & ticket audits, using an established call quality matrix. Raise concerns to the Supervisor for appropriate handling.
Wherever performance issues are noted, share those with the Supervisor for appropriate coaching.
Assist in creating and maintaining a positive working environment for all team members. “Stop drama and gossip in their tracks.” Catch people doing something good and recognize it publicly.
Develop a working relationship with the HJ leads of the offshore Business Process Outsource (BPO) team, to ensure adequate handling of customer-facing tickets, as they relate to the Arcola team.
Act as the primary resource for questions and inquiries from the support staff.
Expedite rush and specialty orders to ensure their timely delivery to the customer.
Knowledgeable about the use and function of all office equipment in the department, including all printers, burster, decollator, copier, and fax machines.
If potential process, team structure, or other types of improvements are identified, share these with the Supervisor for consideration.
Begin to learn the key functions of a Supervisor: Coaching & Development, Quality Assurance, Process Improvement, People Management, and maintaining a positive Work Environment.
Other duties as assigned.