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Lead Customer Care Representative
3 months ago
- Assist supervisor with identifying individual and team performance trends
- Provide performance coaching in partnership with supervisor
- Pull and review calls to aid in issue resolution and coaching opportunities
- Provide follow up training to individuals and teams as needed
- Answer any questions/concerns from Customer Care or Intake regarding client accounts or internal practices/processes
- Provide Representatives guidance to de-escalate clients and handle the calls directly as needed
- Provide support for new hire training as scheduled
- Work email inboxes for client emails, phone rep emails and intake emails
- Participate in Monthly Survey Calls
- Work assigned tasks in CRM
- Approve working Reships as needed
- High School Degree or equivalent education and experience
- In-depth knowledge of Mom's Meals Customer Care policies and procedures
- Advanced computer skills – Microsoft Office Suite, with focus on Word, Excel, Outlook, and PowerPoint
- Excellent verbal, telephone, and written communication skills
- Effective decision making ability regarding day-to-day issues
- Ability to handle sensitive situations with discretion
- Consistently demonstrate Mom's Meals Core Values
- Professional, positive, and enthusiastic attitude
- Strong attention to detail and outstanding judgment
- Excellent listening and feedback skills
- Ability to work well in a team environment
- Strong analytical skills
- Exceptional problem-solving and decision making skills
- Above average dependability and attendance
- Ability to handle sensitive situations with discretion
- Self-motivated and task oriented
- Six months of experience in Mom's Meals Customer Care
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Mom's Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.
EEO
Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.
