Service Team Leader

Service Team Leader

A part of Colgate-Palmolive since 1976, Hill's Pet Nutrition offers the highest-quality pet nutrition available through product lines Prescription Diet® and Science Diet®. Veterinarians worldwide recommend and feed their own pets Hill's products more than any other brand of pet food. Available in approximately 80 countries around the world, our extensive line of products includes more than 60 Prescription Diet brand pet foods and more than 50 Science Diet brand pet foods.

We believe all animals should be loved and cared for during their lifetimes. That is why we are proud our pet foods can make a difference in your pet's life. A career at Hill's Pet Nutrition or Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

A Team Leader is responsible for delivering an exceptional customer experience through a team of agents. In this role you will provide leadership, coaching and support to a team, and develop plans to achieve CXEC KPI targets. This includes improving contact center processes, metrics, and activities. The role also includes addressing any escalations, issues/ disputes from customers and/ or consumers. The Service Team successfully manages interactions with Veterinary Clinics and Neighborhood Pet Store by providing support to Hill's online business facing platforms addressing inquiries and complaints, as well as providing assistance in order management and maintaining account information.

This is a hybrid position Monday - Friday supporting 2 shifts of agents between the hours of 8:00am - 5:00pm. Based on the area you are assigned, you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday.

Responsibilities:

• Responsible for managing and leading the day-to-day operations of a team of agents and senior agents to provide an optimal customer experience and one-call resolution
• Provide leadership and assist with daily activity to include working with other departments to resolve customer issues
• Manage performance check-ins, champion agent development and coaching, and support activities that focuses on caring, being inclusive and acting courageous
• Recruit and retain key agent talent
• Establish procedures and monitor assignments &/or projects, to include leading teams through continuous improvement and change management
• Evaluate and analyze KPI's and data insights to drive continuous improvement
• Participate in cross-functional project teams, being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience

Required Qualifications:

• Bachelor's degree
• 2+ years experience in a customer related role such as sales, customer service, or other related experiences
• Proficient with customer service technology tools such as SAP Service Cloud, Nice in Contact, SAP master data, data analytic platforms and Google Suite or Microsoft Office tools and email

Preferred qualifications:

• 2+ years supervisor experience
• 1+ years in a customer facing role

Compensation and Benefits Salary Range $64,000.00 - $96,000.00 USD Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles. Benefits:
Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year).

Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

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