Service Team Leader - Overland Park, KS

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS
- Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values-Caring, Inclusive, and Courageous, we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.

At Hill’s we have a purpose to transform the lives of millions of pet families through pioneering innovation, science-led nutrition, and the best and brightest people. If you’re interested in work that matters, fueled by passion for pets.

Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hill’s mission is to help enrich and lengthen the special relationships between people and their pets. Our decades of science and research guide us in creating nutrition that’s a step ahead so pets and pet parents can enjoy every day together. As the US #1 Veterinarian recommended pet food brand, knowledge is our first ingredient with 220+ veterinarians, PhD nutritionists and food scientists working to develop breakthrough innovations in pet health.

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.

• 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

480214

Bachelors

Operations

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

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

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.

Overland Park

Kansas

Operations_ Specialist

Colgate-Palmolive

$60,000-$75,000