Customer Care Representative Lead

Customer Care Lead Beaverton OR Full Time On Site Pacific Office Automation is the largest independently owned document imaging and technology dealer in the nation Since 1976 we have expanded to more than forty branches across eleven western states including Oregon Washington California Arizona New Mexico Nevada Utah Idaho Colorado Texas and Hawaii With over 40 years of success in office technology sales and service we have built strong partnerships with leading manufacturers such as Canon Sharp Konica Minolta HP Ricoh Lexmark and more At Pacific Office Automation youll find a technology driven company focused on growth opportunity and employee success We are committed to developing long term careers by providing ongoing training professional development and advancement opportunities We believe every employees voice matters and strive to foster a collaborative team oriented environment where people can thrive Position We are seeking a Customer Care Lead for our office in Beaverton Oregon This role will oversee and support a team of dispatchers responsible for coordinating service calls managing customer communication and ensuring efficient daily operations Our ideal candidate is highly organized customer focused and experienced in leading teams within fast paced service or dispatch environments Essential

Job Duties Lead coach and support a team of dispatchers to ensure high quality customer service and operational efficiency Monitor daily workflow call volume and ticket activity to ensure service goals are met Answer and assist with incoming customer support calls

Coordinate and schedule service calls for technicians

Create monitor and manage support tickets on behalf of customers

Identify troubleshoot and escalate customer issues appropriately to Help Desk or management teams

Provide guidance and training to dispatch staff on processes systems and customer service best practices

Maintain accurate documentation of customer interactions and service activity according to standard operating procedures

Communicate effectively with customers technicians sales representatives and internal departments

Recognize trends in customer concerns or service issues and communicate findings to management

Assist with reporting performance tracking and maintaining departmental productivity standards

Support a positive team environment focused on accountability collaboration and continuous improvement

Qualifications 2 years of dispatch call center or customer service coordination experience Previous experience leading or mentoring a team preferred

Strong organizational skills with the ability to multitask in fast paced environments

Excellent phone verbal communication and customer service skills

Experience using ticketing systems and dispatchservice management software

Experience with Unified Communications or business call handling systems preferred

Strong problem solving and decision making abilities

High attention to detail and ability to prioritize effectively

Proficiency with Microsoft Word Excel and other basic computer applications

Bi lingual skills are a plus Benefits Advancement and growth opportunities into leadership and management roles Collaborative team oriented work environment

Medical Dental Vision and Life insurance plans

Matched 401kPTO Vacation and Sick Leave

FSA program

Our Commitment to Diversity and Inclusion Pacific Office Automation is proud to be an equal opportunity employer All qualified applicants will receive consideration for employment without regard to race color national origin ancestry gender sexual orientation gender identity or expression age religion veteran status or any other characteristic protected by law We value diversity and believe our differences make us stronger as a company and community LI Onsite