Customer Care Team Lead

** Working

Location:

Minnesota, Brooklyn Park*
* ** Workplace Flexibility:
Hybrid*
* ** _For more than 100 years, Olympus has focused on making people's lives healthier, safer and more fulfilling. ​_*
* ** _​_*
* ​

Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

​

Our five Core Values empower us to achieve Our

Purpose:

** Patient Focus, Integrity, Innovation, Impact and Empathy.*
* Learn more about Life at Olympus:
.

** Job Description*
* The Customer Care Team Lead is responsible for all facets of Customer Service including but not limited to orders, order status, pricing service requests for both Sales and Service, supporting OAI customers, sales representatives, field service engineers, and other related departments. Work with manager to ensure proper level of service is being delivered and is done so in a timely manner per our departmental goals and objectives.

Support management in training and development as required and serve as a resource supporting inquiries and call escalation. Perform call monitoring audits and first level coaching to assigned Customer care reps (CCR's).

** Job Duties*
* + Oversee the daily activities of the team members by monitoring team phone activity call accuracy and professionalism.

+ Adjust react address issues/problems and assign customer requests to teams as needed.

+ Monitor Customer Care Rep call queues to ensure Customer Care Team is meeting established service levels.

+ Adjust to react to and address issues and problems and reallocate resources as needed.

+ Take calls in queue as needed.

+ Provide an exceptional level of customer service by ensuring that inbound calls are answered quickly and efficiently to achieve the most optimal level of satisfaction for our customers.

+ Manage the inflow of communication (via email phone Skype etc.) from internal and external customers in order to manage workload for Customer Care Reps. This includes taking action on requests and assigning requests to Customer Care Reps.

+ Serve as first-level escalation for Customer Care Rep issues by providing guidance and/or coordinating to find a solution with internal and external customers.

+ Ensure Customer Care Reps are providing a high level of service and professionalism to customers and that Customer Care Reps are operating within policies and procedures.

+ Provide feedback and coaching directly to Customer Care Reps as needed and document coaching and provide to upline Manager.

+ Audit Customer Care Rep work for quality provide coaching and feedback directly to employee and report issues to upline supervisors.

+ Collaborate with managers to brainstorm and set continuous improvement/ quality goals for Customer Care teams.

+ Deliver training (including work process aids) to Customer Care Reps to support Customer Care and Customer Solutions processes.

+ Identify gaps in training needs and communicate gaps to Training team.

+ Support up-selling initiative.

+ Other duties as assigned.

+ Independent Judgment and Decision-Making:
This position is often presented with challenges which require effective decision making ability. These changing situations frequently demand and immediate response which must support all company policies. Because the position works primarily independently the Leads are empowered with authority to make timely decisions within established guidelines. They must act quickly to allocate resources to ensure that calls orders requests etc.

are handling quickly and efficiently. Each Lead is responsible for promoting a positive attitude to the internal and external customers and to his or her team. A perceived negative response to a customer's request could be detrimental to the company's future sales.

** Job Qualifications*
* *
* Required:

*
* + High school degree required. Associates Degree preferred.

+ Five (5) plus years of Customer Service and/or Sales Support experience is required.

+ Expert skills related to ERP and CRM High degree of professionalism (Ability to interact professionally with internal and external customers of all levels.

+…