Customer Service Team Lead
2 months ago
Chervon is one of the world's largest power tool and outdoor power equipment manufacturers with a rich history of innovation. Chervon's commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and electronic equipment and outdoor power equipment. With world-class R&D, design, manufacturing, supply chain, marketing, sales, and service teams throughout the world, we do it all.
Job Summary:
Seeking a dynamic and results-oriented Customer Service Team Leader to oversee and lead a team of customer service representatives in a fast-paced call center environment. The ideal candidate will be responsible for managing day-to-day operations, ensuring high-quality customer service, achieving performance goals, and providing support, training, and coaching to customer service representatives.
Duties/Responsibilities:
- Lead, mentor, and motivate a team of customer service representatives, both onsite and from 3rd party providers, to ensure high performance.
- Manage multiple customer service queues, ensuring efficient handling of inquiries
- Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
- Handle escalated customer inquiries and complaints, ensuring timely and professional resolution.
- Monitor call queues and service levels, ensuring the team meets brand service level agreements (SLAs).
- Assist in training programs to enhance customer service skills and knowledge of company products, policies, and procedures.
- Assist in the creation and management of Standard Operating Procedures (SOPs) for the department.
- Assist with departmental reporting as needed
- Support product returns and other operational processes.
- Collaborate with cross-functional teams to ensure smooth execution of projects and tasks.
- Strong leadership, communication, and interpersonal skills.
- Ability to analyze data and performance metrics to drive improvement.
- Excellent problem-solving abilities and conflict-resolution skills.
- Proficiency in call center software and CRM systems.
- Ability to work in a fast-paced, dynamic environment.
- Project management and multi-tasking capabilities.
- Willing to work extremely close with others as tasks/roles/assignments will often crossover.
- Willing to take initiative, ask questions and when necessary, solve/resolve problems on their own.
- Possess a high level of competency as it relates to details and accuracy.
- Ability to sit for prolonged periods of time.
- Must have the availability to work the occasional night and weekend hours when necessary.
Education and Experience:
- Bachelor's degree or minimum of 4 years of relevant experience.
- Working knowledge with CRM and Microsoft Office applications.
- Experience managing high volume call center activity through CTI and CRM statistics.
Supervisory Responsibility:
- Oversee daily operations and ensure service level targets are met.
- Monitor, coach, and provide feedback to team members to improve performance.
- Handle escalated customer issues and resolve them effectively.
- Conduct regular performance reviews and support career development.
- Ensure team adherence to company policies and procedures.
- Coordinate schedules and manage staffing needs.
Travel:
Extremely limited, possibly 1% of time per year.
Work Environment
Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, 401(k) and a competitive time off program.
We think Chervon is a great place to work Be part of our new future Better Tools. Better World.
-
Customer Service Team Lead
4 weeks ago
Grand Rapids, Michigan, United States Chervon North America Full timeAt Chervon North America, we are seeking a highly skilled and experienced Customer Service Team Lead to oversee and lead a team of customer service representatives in a fast-paced call center environment.Key Responsibilities:Lead, mentor, and motivate a team of customer service representatives to ensure high performance and excellent customer service.Manage...
-
Customer Service Team Lead
4 weeks ago
Grand Rapids, Michigan, United States Chervon North America Full timeChervon North America is seeking a skilled Customer Service Team Lead to oversee and lead a team of customer service representatives in a fast-paced call center environment.The ideal candidate will be responsible for managing day-to-day operations, ensuring high-quality customer service, achieving performance goals, and providing support, training, and...
-
Multicultural Customer Service Team Lead
4 weeks ago
Grand Rapids, Michigan, United States Peckham Full timeJob Description: Multicultural Customer Service Team LeadAt Peckham, we believe in the value of inclusivity and diversity. We are seeking a highly skilled and dedicated individual to lead our customer service team in Grand Rapids, MI. This is an exciting opportunity to join our team and play a vital role in delivering exceptional service to our...
-
Customer Service Lead
4 weeks ago
Grand Rapids, Michigan, United States SpartanNash Full timeJob Summary:This role is responsible for providing and maintaining a high standard of customer service in the store's front-end operations. The Customer Service Lead will supervise and direct all front-end activities in the absence of the Customer Service Manager, ensuring that the work shifts at the front end contribute to the financial best interests of...
-
Customer Service Lead
4 weeks ago
Grand Rapids, Michigan, United States D&W Fresh Market Full timeJob Summary: We are seeking a highly skilled Customer Service Lead to join our team at D&W Fresh Market. As a key member of our front-end operations team, you will be responsible for providing exceptional customer service, supervising and directing front-end activities, and ensuring that our store's front-end operations contribute to the financial best...
-
Custodial Services Team Lead
4 weeks ago
Grand Rapids, Michigan, United States Aramark Full timeCustodial Services Role OverviewAramark seeks a skilled Custodial Services Worker Lead to join our team. Key responsibilities include:Cleaning and maintaining assigned areas to meet customer and client satisfactionAdhering to established procedures to provide a safe working environmentProperly cleaning and maintaining housekeeping equipmentCleaning assigned...
-
Customer Service Team Lead
4 weeks ago
Grand Prairie, Texas, United States Circle K Full timeAs a Lead Customer Service Representative at Circle K, you will be responsible for providing exceptional customer service and resolving customer issues in a timely and professional manner. You will also assist in training new Customer Service Representatives and perform shift supervision. Additionally, you will be responsible for completing store merchandise...
-
Concierge Services Team Lead Position
4 weeks ago
Grand Rapids, Michigan, United States Mixed Staffing and Recruiting Full timeJob Title: Concierge Services Team LeadJob Summary: We are seeking a high-energy, friendly, and compassionate leader to oversee our concierge services team. The ideal candidate will have proven leadership experience in a customer service environment, exceptional communication and interpersonal skills, and a demonstrated ability to train and mentor others...
-
Lead, Customer Service
5 months ago
Grand Rapids, United States D&W Fresh Market Full timeAt SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests and, most importantly, our Associates. In fact, we see a day when each will say, "I can't live without them." Our SpartanNash family of Associates is 17,000 strong,...
-
Lead, Customer Service
5 months ago
Grand Rapids, United States SpartanNash Full timeAt SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests and, most importantly, our Associates. In fact, we see a day when each will say, "I can't live without them." Our SpartanNash family of Associates is 17,000 strong,...
-
Customer Service Lead
2 months ago
Grand Rapids, United States D&W Fresh Market Full timeAt SpartanNash, we deliver the ingredients for a better life through customer-focused innovation. We do this for our supply chain customers and U.S. military commissaries, retail store guests and, most importantly, our Associates. In fact, we see a day when each will say, "I can't live without them." Our SpartanNash family of Associates is 17,000 strong,...
-
Social Channel Customer Service Lead
3 days ago
Grand Rapids, United States Chervon North America Full timeChervon is one of the world's largest power tool and outdoor power equipment manufacturers with a rich history of innovation. Chervon's commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and...
-
Pizza Team Lead
1 month ago
Grand Rapids, Michigan, United States Papa John's Full timePapa John's Shift Leader OpportunityWe are seeking a highly skilled and motivated Shift Leader to join our dynamic team at Papa John's.As a Shift Leader, you will be responsible for leading and motivating team members during shifts, ensuring excellent guest service and satisfaction, and managing inventory and stock levels.Key Responsibilities:Lead and...
-
Retail Team Lead
4 weeks ago
Grand Rapids, Michigan, United States Kum & Go Full timeLead Retail Team Member Job DescriptionKum & Go is seeking a skilled and dedicated individual to fill the role of Lead Retail Team Member. As a key member of our team, you will be responsible for providing store support by conducting associate orientation and training, ensuring food presentation meets our high standards, and completing inventory counts...
-
Department Team Lead
4 weeks ago
Grand Rapids, Michigan, United States Home Depot Full timeDepartment Supervisor Job DescriptionAs a Department Supervisor at Home Depot, you will be responsible for training, coaching, and developing associates in each department to ensure customers receive excellent service. You will also provide valuable input into merchandising decisions to the Store Management Team and Operations Team. Additionally, you will...
-
Barista Team Lead
4 weeks ago
Grand Rapids, Michigan, United States D&W Fresh Market Full timeJob Summary:As a Lead Barista at D&W Fresh Market, you will be responsible for directing and supervising the activities of all Coffee Shop associates. This includes ordering and maintaining inventory control to ensure freshness and product quality. You will also be responsible for brewing, mixing, and blending beverages according to set standards....
-
Night Stock Team Lead
3 weeks ago
Grand Rapids, Michigan, United States D&W Fresh Market Full timeJob Title: Night Stock Team LeadAt D&W Fresh Market, we're dedicated to delivering exceptional customer experiences through innovative solutions. Our team of experts is passionate about providing the highest quality products and services to our customers. As a Night Stock Team Lead, you'll play a critical role in ensuring our store operations run smoothly...
-
Customer Service Representative
4 weeks ago
Grand Rapids, Michigan, United States Orkin Full timeOverview:We are seeking a highly skilled Customer Service Specialist to join our team at Orkin. As a critical member of our customer-facing team, you will be responsible for delivering exceptional service to our customers, ensuring their needs are met, and building long-term relationships.Key Responsibilities:Field incoming requests, schedule service visits,...
-
Customer Experience Team Lead
4 weeks ago
Grand Forks, North Dakota, United States T.J. Maxx Full timeCustomer Experience Team LeadAt T.J. Maxx, you'll be responsible for promoting an excellent customer experience. This includes overseeing a team of Associates at the front of store, training and coaching them on personalizing the customer experience while promoting loyalty programs, addressing customer concerns and issues promptly, and coordinating breaks...
-
Customer Service Representative
4 weeks ago
Grand Rapids, Minnesota, United States Chris Bryan Full timeJob Title: Customer Service RepresentativeJob Summary:We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. As a key member of our team, you will be responsible for establishing and maintaining strong relationships with our customers, providing exceptional service, and identifying...