Lead Customer Care Representative

2 weeks ago

Des Moines, United States Mom's Meals Full time

The Lead Customer Service Representative is responsible for assisting the supervisor on the Support team with improving Representative and team performance, providing support to Representatives during new hire training, handling escalated phone calls, reship requests, and supporting the Customer Care Representatives. This position will be in office (Ankeny or Fleur) and will work 9:00am-6:00pm.

Position Responsibilities may include, but not limited to

    • 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
Required Skills and Experience
    • 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
Preferred Skills and Experience
    • Six months of experience in Mom's Meals Customer Care
Physical Requirements
    • 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


Company Overview

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.

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