Job description

Summary

The Customer Care Lead will perform the daily functions of their specified area while providing guidance and support to Customer Care Representatives when they are faced with difficult or escalated customer situations. This position will spend a majority of the workday listening customer concerns and trouble-shooting to solve problems to ensure customer satisfaction while keeping the goals of the company in mind. This position will serve as a leader within his/her team and will set a positive example for Customer Care Representatives to follow. The Customer Care Lead will maintain prompt, efficient and accurate data entry to ensure customer and employee satisfaction. This position will exhibit superior customer service by having profound knowledge of product and vendor warranties as well as a full understanding of customer service procedures within the company. As needed, the Customer Care Lead will handle difficult customers and/or situations utilizing exceptional customer service, problem solving and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind. This position will need to use profound knowledge to determine when to enforce or override standard procedures. The Customer Care Lead must have the skills and ability to keep emotions under control in order to seamlessly move from one situation to the next.

Responsibilities

· Professionally communicate with customers, especially in escalated situations; troubleshoot, and resolve issues with defective product, incorrect product, customer perception, etc., to determine the most appropriate method of resolution to ensure customer satisfaction while keeping company goals in mind. Collaborate with a variety of people such as Regional Managers, store personnel, warehouse personnel and others to work toward the resolution.

· Accurately document all communication with the customer to ensure seamless service for the customer when multiple representatives are handling the situation. Documentation must be clear and concise so that any representative assisting the customer is able to pick up where the previous one left off. For all issues and concerns, follow path-to-resolution process and guidelines to ensure all information possible is received from the customer to determine the most timely and effective method of resolution. Follow-up as needed to ensure proper resolution and customer satisfaction.

· Provide guidance, coaching and support to Customer Care Representatives, assisting them with challenging customer situations and escalated issues. Provide training and support in a variety of ways including team meetings, small groups or one-on-one to continually develop their skills, build their confidence and empower them to make decisions.

· Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc, and collaborate with appropriate personnel to provide timely and satisfactory resolution.

· For all issues and concerns, follow path-to-resolution process and guidelines to ensure all information possible is received from the customer to determine the most timely and effective method of resolution. Follow-up as needed to ensure proper resolution and customer satisfaction.

· Accurately adjust and/or enter customer sales orders, part orders, credit memos, exchanges, service technician appointments etc. in the system as needed to ensure proper resolution as well as customer satisfaction and retention.

· Collaborate with third party vendors such as protection plan, tech support and/or delivery companies as needed to seek assistance in providing excellent service to our customers

Customer Care Lead What Will You Do?

You will be responsible for performing the daily functions of their specified area while providing guidance and support to Customer Care Representatives when they are faced with difficult or escalated customer situations. This position will spend a majority of the workday listening customer concerns and trouble-shooting to solve problems to ensure customer satisfaction while keeping the goals of the company in mind.

What Do You Need?

·High School Diploma or equivalent, Required

·3 years’ customer service experience, Required

·Previous leadership skills are a bonus! ·

Professional telephone etiquette

·Excellent oral and written communication skills

·Strong attention to detail

·Proficient computer skills, including experience with Microsoft Office Suite, internet

·Manage multiple tasks and priorities simultaneously

Job Type: Full-time

Pay: $17.00 - $18.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Weekend availability

Work Location: In person

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