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Customer Service Team Leader
2 months ago
Overview
Key Responsibilities for the Customer Service Team Leader:
This role involves overseeing the customer service representatives, identifying, designing, and executing enhancements that contribute to the overall effectiveness of the Customer Care team while positively influencing both the customer experience and the organization. The focus of this position is on ensuring optimal team performance through coaching and development. The individual will have direct responsibility for making staffing decisions, including implementing performance management processes necessary to achieve targeted objectives and service standards for Customer Care.
Essential Duties and Responsibilities of the Customer Service Team Leader:
Coordination and optimization of workflows Foster a positive culture and team morale Comprehend and exemplify practices aligned with the Organization's vision and mission Monitor team performance and take necessary actions to align with departmental and organizational objectives. Communicate effectively and influence customer service representatives and key business stakeholders Collaborate with other departments to enhance customer-facing processes Partner with direct leadership on additional responsibilitiesRequired Qualifications for the Customer Service Team Leader:
Bachelor’s degree preferred or over 8 years of relevant experience 5-7 years of experience in customer service 2-5 years of experience leading cross-functional teams Proven track record in implementing process improvementsAdditional Skills for the Customer Service Team Leader:
Leadership and Initiative Coaching and Mentoring abilities Strong problem-solving skills Customer-centric approach Results-oriented mindset Focus on process enhancements Excellent verbal and written communication skills Strong collaboration capabilities Adaptability Learning agilityPhysical Requirements of the Customer Service Team Leader:
This position is primarily sedentary, requiring the exertion of up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. The role involves sitting most of the time, with occasional walking or standing for brief periods.
Interpersonal Relationships for the Customer Service Team Leader:
COMMUNICATION - Engaging in dialogue and/or listening to convey or exchange information; includes providing/receiving assignments and/or instructions.
INSTRUCTION - Educating others on subject matter or training through explanation, demonstration, and supervised practice; or making recommendations based on technical expertise.
INTERPERSONAL SKILLS/BEHAVIORS - Interacting with individuals exhibiting a range of moods and behaviors in a tactful, congenial manner to avoid alienation or antagonism.
Benefits :
401(k) Retirement Plan Health, Dental, Vision & Supplemental Life Insurance Company Paid Basic Life and AD&D Insurance Coverage Long-Term Disability option available Paid vacation Paid holidaysShift
Shift 1 (United States of America)Employment Type
Full timeMasco Cabinetry is an equal opportunity employer and is committed to hiring the best qualified individuals for every position. The company makes employment decisions based solely on merit and prohibits discrimination in any employment opportunity based on race, color, sex, sexual orientation, gender identity, genetic information, pregnancy, religious creed, national origin, age, physical/mental disability, marital status, military status, or any other characteristic protected by law. This commitment applies to all persons involved in the operations of the company.
Masco Cabinetry is an E-Verify employer, participating in a system that allows employers to electronically verify the employment eligibility of newly hired employees in the United States.
