Operations Support Team Lead

2 weeks ago

Saint Louis, United States Premium Retail Services Full time

Description and Requirements

As an Operations Support Team lead you will motivate and manage a high-performing, fun-loving, cross-trained team of Operations Support Representatives.

What's in it for you?

* Enjoy the perks of joining a St. Louis Post Dispatch Top Workplace.
* Premium-provided training to help elevate your skills.
* Room to grow with Premium - we love promoting from within.

What will you do?

* Assist in creating a cutting-edge, high-tech, interactive Operations Support Center.
* Set clear expectations to gain a better performance on first-call resolution.
* Handle calls, chats, texts, and emails.
* Assist callers with service order requests, job instructions, onboarding, email password resets, and Qtrax issues.
* Receive photos and complete quality checks.
* Forecast labor needs and report labor usage to the manager.
* Engage with client services and operations to offer subject matter expert support for a single retailer/client area of focus.
* Present a strong customer service environment and demeanor in all interactions.
* Provide premium customer service, dependable Premium 360 knowledge, multi-tiered troubleshooting, and a clear path of resolution and/or escalation via calls, chats, texts, and emails from Premium employees and store associate managers: askprs@premiumretail.com, walmartadministrator@premiumretail.com, and walmartpsp@premiumretail.com.
* Collaborate weekly with our Client Services teams in effector to best align with photo review expectations in the field.
* Troubleshooting for Volt, Premium 360, onboarding, and eLearning.
* Assists new employees and peers with daily OSC operations.
* Other duties as required.

How will you succeed?

* Using our stellar problem-solving skills to offer creative solutions.
* Leveraging your exceptional ability to multi-task.
* Proving your expertise in the Microsoft Office Suite and similar programs.

What skills should you have?

* High school diploma required; Associate's Degree preferred.
* Must be able to type/keyboard at a minimum of 35 WPM.
* Two years' call center experience required.
* Exceptional customer service skills preferred.
* Microsoft Office Suite experience preferred.
* One year in retail merchandising and/or consumer packaged goods and/or consumer electronics experience.

So, are you Premium's next Operations Support Team Lead?

#WeArePremium

Equal Opportunity Employer (Disabled, Veteran) | Under applicable requirements, such as the San Francisco FCO and the Los Angeles FCHIO, we consider for employment qualified applicants with arrest and conviction records or criminal histories | E-Verify Employer

* Premium, in good faith, believes that any posted range of compensation is the accurate range for this role at the time of this posting. Premium may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future.

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