Rep, Lead Customer Service
6 days ago
PRIMARY PURPOSE: This position assists our supervisor by providing training and direction to our team members taking incoming customer calls. Our Lead Reps are available in a phone queue for our agents needing assistance with customer escalations, process and procedure questions, and resolving complex inquiries.
ESSENTIAL JOB FUNCTIONS: include the following and other duties that may be assigned as needed.
- Monitors the incoming call volume activity, providing assistance to Reps as needed.
- Participates in taking inbound calls professionally, and efficiently when customer calls are backed up waiting.
- Work in a fast-paced environment with a high desire for quality work and accuracy.
- Motivates, coaches, and supports our Reps, providing constant assistance with their inquiries.
- Attends to escalated customer complaints and concerns immediately, facilitating satisfactory resolution.
- Effectively present and discuss the products and services offered by the company that conveys an image of quality and integrity.
- Inputs data accurately for customer orders, and service work orders.
- Sets up new accounts, maintains records, and prepares reports as necessary.
- Maintain working knowledge of all products, services, and department policies and procedures.
- Assigned special projects, such as auditing work of new Reps and testing of new department programs and initiatives.
- Research and resolves issues of increasing complexity.
- Provide consistent feedback to management working towards continuous improvement.
SUPERVISORY RESPONSIBILITIES:
This position has no supervisory responsibilities.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The req uirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
EDUCATION and/or EXPERIENCE:
High School Diploma or General Education Degree (GED). The employee must have a least 6 months of experience as a Customer Service Rep at Wind River Environmental and be knowledgeable of all company processes and procedures.
Additional requirements include:
1. Strong attendance record and good production
2. Excellent listening and communication skills.
3. Excellent written and analytical skills
4. Ability to multi-task
5. Excellent PC proficiency (data entry, Microsoft Office Suite, Martha etc.).
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