Customer Experience Team Lead

• Location:
  
  st Avenue Northeast, Blaine, MN 55449, United States
• Base Pay: $26.00 - $28.00 / Hour
• Employee Type:
  Full Time Regular
• Manage Others:
  No
• Contact:
  Email

As a Customer Experience Team Lead you will act as the liaison between the Customer Experience Team and Management to ensure the Customer Experience team provides outstanding customer service. The Customer Experience Team Leader is responsible for providing quality and efficient customer service through the daily management of a team of CERs, including motivating, recognizing, rewarding, coaching, counseling, training, and problem solving.

The role also assists the manager with hiring, development, analysis and implementation of staffing, training, scheduling and reward/recognition programs. This role reports to the Customer Experience Manager.

• Subject Matter Expert of customer service principles and practices
• Computer literate with the ability to learn customer service software applications
• Ability to use a computer in a Windows based environment
• Typing of 60 wpm (preferred)
• Previous customer service experience 3+ Years internal or 5 years external
• Prior management or leadership experience highly preferred

• Communication
• Problem Solving
• Coaching, Developing
• Time & Task Management

• Be able to complete all Customer Service Representative tasks and Senior Customer Service Representative Tasks in a proficient manner
• Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
• Ensure that daily, weekly, and monthly tasks are done on time and are 100% correct
• Evaluate processes and procedures; suggest methods to improve area operations, efficiency and service to internal and external customers
• Provide statistical and performance feedback and coaching on a regular basis to each team member
• Work with Manager to write and administer performance reviews for skill improvement
• Be available for employees who experience work or personal problems, providing appropriate coaching, counseling, direction and resolution
• Ensure employees have appropriate training and resources to perform their jobs
• Respond to and resolve employee relations issues expressed by team members
• Create and maintain a high-quality work environment to motivate team members
• Assist with addressing disciplinary and/or performance problems according to company policy; ensure information is documented, up to date and confidential
• Assist the manager with daily operation of the call center including development, analysis and implementation of staffing, training, scheduling and recognition programs
• Participate in special or ongoing projects related to area/process improvement including continuous improvement teams
• Share responsibility for managing employees and ensuring calls are handled efficiently
• Establish work procedures and processes that support company and departmental standards
• Use appropriate judgment in upward communication regarding department or employee concerns
• Manage departmental performance expectations across Marketing/Sales/Operations
• Assist with developing customer care policies and procedures
• Handle escalated calls as needed
• Collaborate with Marketing to provide information to customers regarding their service
• Assist in IT troubleshooting
• Capable of handling 15+ phone calls/day and supporting overflow situations
• Utilize knowledge and tactics to save customers when they contact Walters to cancel services
• Utilize departmental SOPs and scripting to acquire, retain, and save customers
• Other duties as assigned

• Work is performed in a climate-controlled environment. Standard office equipment used includes telephone, headset, computer, monitors, keyboard, mouse, and copier/scanner. Physical tasks include walking, sitting, standing, and bending.

• Desktop computers
• Wireless telephone systems
• Wireless telephone headsets
• Microsoft Exchange Server
• Microsoft Outlook
• Microsoft Office
• Microsoft Word
• HSA Employer Contributions
• Company Paid Life Insurance
• Company Paid Parental Leave
• Voluntary Benefits:
  Additional Life Insurance, Long Term Disability, Critical Illness, and Accidental
• Legalshield /d
• 401K with Employer Match
• 10 days Paid Time Off (PTO) and 6 days of ESST
• 6 Paid Holidays
• Free Trash pickup within the Service area

This job description does not state or imply that these are the only duties to be performed. Employees may be required to perform other job-related instructions and duties. All duties are essential functions and may be modified to accommodate individuals with disabilities. The information herein describes the minimum requirements and is not an employment contract; it is at-will.