Lead Customer Care Specialist
2 weeks ago
**Lead Customer Care Specialist**
* 1 Ingram Blvd, La Vergne, TN 37086, USA
* Full-time
**Job Description**
is hiring for a to contribute to our **Lead Customer Care Specialist** team in **LaVergne, TN** just outside Nashville. The Lead Customer Service Specialist manages customer relations to resolve customer inquiries both accurately and timely. They work well in cooperation with others for the benefit of reaching company goals and objectives. Additionally, the Lead utilizes effective judgement to make sound decisions based on the needs of the situation. Last the Lead Customer Service Specialist provides guidance and direction to Customer Care Specialists.
At Ingram, our publisher-facing business offers more than just traditional wholesale services. It offers fully integrated and relevant solutions for client publishers. Comprised of book printing, digital book, distribution, publishing sales and marketing services, this part of Ingrams business helps publishers discover more ways to sell content in markets across the globe. Based in the Nashville area, New York, Berkeley and other locations, our teams are collaborative, innovative, dynamic, and passionate about the business.
The world is reading, and it is our goal to connect as many people to the content they want in the simplest ways. If you share that passion, enjoy working in a fast-paced environment and want to contribute to a strategic part of the business that is evolving and expanding, we cant wait to meet you
**Required Qualifications:**
* High School Diploma or GED
* 3 years of customer service experience or 2 years of experience in a team lead role with a proven track record of leading a team or projects
* 1 year of high-volume call center experience, including quality standards based on Key Performance Indicators (e.g. quality monitoring standards, productivity metrics, schedule adherence, attendance reports, etc.)
**Preferred Skills:**
* ILS customer service training
**Key Responsibilities:**
* Manages customers interfacing with Ingram business units to communicate and resolve issues.
* Monitors associate progress relative to high profile projects, campaigns, and strategies.
* Ensures workload within Customer Care is manageable and responds with recommendations/decisions on day-to-day issues.
* Works with Customer Care Leadership to ensure desired service levels are met.
* Diagnoses, researches, and resolves customer issues. Sustains a greater understanding of assigned area of specialty. Works cooperatively toward process improvement within that specialty.
* Makes appropriate decisions when submitting credit adjustments up to $500 on products and up to $500 on freight to resolve discrepancies.
* Maintains a high degree of both product knowledge and knowledge of Ingram business units.
* ***This list is not exhaustive***
**Additional Information**
**Perks/Benefits:**
* A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
+ 10 vacation days & 10 sick days accrued annually and 3 personal days
+ 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
+ Wellness program with access to local fitness centers for one low price - onsite gym and basketball court for associates
+ Free card registration at the Nashville Public Library
+ Free advance copies available throughout our HQ in Greater Nashville
+ Discounted offers to self-publish with IngramSpark
* Encouraged continued education with our tuition reimbursement program
* Financial and in-kind opportunities to engage with non-profits in your community
+ Company match program for United Way donations
+ Volunteer opportunities and in-kind drives for non-profits throughout the year
* Take breaks or brainstorm in our game room with ping pong & foosball
* Casual Dress Code
The world is reading, and Ingram Content Group (Ingram) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. With an expansive global network of offices and facilities, Ingrams services include digital and physical book distribution, print-on-demand, and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC, Ingram Publisher Services LLC, Lightning Source LLC, Ingram Library Services LLC, Tennessee Book Company LLC, Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd.
*Ingram Content Group LLC is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.*
* *EEO/AA Employer/Vet/Disabled*
* *We participate in EVerify.*
**Job Location**
Lead Customer Care Specialist
* 1 Ingram Blvd, La Vergne, TN 37086, USA
* Full-time
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