Service Team Leader

Colgate • Overland Park, KS

3d • Hybrid

About The Position

A Team Leader is responsible for delivering an exceptional customer experience through a team of agents. In this role you will provide leadership, coaching and support to a team, and develop plans to achieve CXEC KPI targets. This includes improving contact center processes, metrics, and activities. The role also includes addressing any escalations, issues/ disputes from customers and/ or consumers. The Service Team successfully manages interactions with Veterinary Clinics and Neighborhood Pet Store by providing support to Hill’s online business facing platforms addressing inquiries and complaints, as well as providing assistance in order management and maintaining account information. This is a hybrid position Monday - Friday supporting 2 shifts of agents between the hours of 8:00am - 5:00pm. Based on the area you are assigned, you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday.

Requirements

• Bachelor's degree
• 2+ years experience in a customer related role such as sales, customer service, or other related experiences
• Proficient with customer service technology tools such as SAP Service Cloud, Nice in Contact, SAP master data, data analytic platforms and Google Suite or Microsoft Office tools and email

Nice To Haves

• 2+ years supervisor experience
• 1+ years in a customer facing role

Responsibilities

• Responsible for managing and leading the day-to-day operations of a team of agents and senior agents to provide an optimal customer experience and one-call resolution
• Provide leadership and assist with daily activity to include working with other departments to resolve customer issues
• Manage performance check-ins, champion agent development and coaching, and support activities that focuses on caring, being inclusive and acting courageous
• Recruit and retain key agent talent
• Establish procedures and monitor assignments &/or projects, to include leading teams through continuous improvement and change management
• Evaluate and analyze KPI’s and data insights to drive continuous improvement
• Participate in cross-functional project teams, being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience

Benefits

• medical
• dental
• vision
• basic life insurance
• paid parental leave
• disability coverage
• 401(k) retirement plan with company matching contributions
• 15 vacation/PTO days
• 13 paid holidays
• Paid sick leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level