Customer Experience Team Lead

General Summary:
The Customer Experience Team Lead will lead a staff of customer service and order entry representatives in an inbound call center by monitoring the phone queue, handling escalated phone calls, and staffing the department as necessary. The Team Lead will be responsible for facilitating any escalated customer calls, providing representative support, and meeting service levels on order escalations, faxes, and mail while ensuring KPI goals are met. The Team Lead will also be responsible for acting as a subject matter expert.

Primary Responsibilities and Duties:
• Ensure that customer questions and problems are resolved properly and quickly
• Address challenging customers and problems that require escalation outside of the department
• Review daily the open order/backorder/status list that pertains to their line of business and eliminate stuck orders
• Strive to provide all customers with an outstanding customer experience
• Streamline the points of contact for sales and provide the best experience to the customer
• Manage approximately 15 key VIP accounts and provide field support to help sales with a personal touch on assigned VIP accounts
• Monitor phone queue to ensure quality average speed of answer and to prohibit phone abandonment
• Handle escalated phone calls from the customer service representatives and other departments to bring customer concerns and issues to resolution
• Oversee training of new hires as well any ongoing training with current team members
• Interact and work with other departments to resolve escalated issues
• Provide real-time and/or side-by-side coaching continuous improvement of representative performance
• Share job knowledge and best practices with representatives for their continued development
• Ensure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to agents
• Resolve escalated calls, complex transactions and critically time sensitive problems in order to support the management and sales team
• Ensure that all employees maintain schedule adherence, including arrival, breaks and lunch schedules
• Provides direct communication to department management to identify areas of opportunity

Knowledge, Skills, and Abilities:
• Minimum of five years of customer service experience
• Bachelor’s degree preferred or equivalent customer service work experience in a leadership function
• Prior knowledge of call center operations required
• Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met
• Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment
• Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency
• Excellent verbal and written communication skills and good telephone techniques
• Must be team-oriented, highly organized, detailed oriented and have successfully demonstrated the ability to manage multiple priorities
• Demonstrated ability to look for ways to improve and promote quality
• Strong verbal and written communication skills
• High level of computer aptitude with Microsoft Office Products and ERP system JD Edwards preferred
• Proven track record of successfully managing, training, and motivating their team to provide excellent customer service
• Ability to communicate effectively across all levels
• Ability to make independent fact-based decisions in a quick and responsive manner with minimal supervision
• Willing to work nights and weekends as the schedule and business needs dictate

The job description of a Customer Experience Team Lead is not inclusive and is subject to changes, additions, and deletions as determined by the supervisor.