Customer Service Team Lead

7 days ago

Grand Rapids, United States Chervon North America Full time

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.
Required Skills/Abilities:
  • 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.

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