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Head of Customer Relations

2 months ago

Durham, North Carolina, United States LC Industries Full time

Position Title: Lead, Customer Service Representative

Job Category: Customer Service

Job Overview:

The Lead Customer Service Representative plays a pivotal role in delivering exceptional service to clients through various communication channels such as phone, email, web forms, live chats, and face-to-face interactions. This position is responsible for addressing customer inquiries and resolving issues in accordance with established protocols.

Key Responsibilities:

  1. Provide outstanding customer support while demonstrating extensive knowledge of products and services.
  2. Effectively manage customer complaints and troubleshoot issues following outlined procedures.
  3. Assist in training new team members and offer constructive feedback to enhance performance.
  4. Communicate any challenges or obstacles to management, ensuring transparency regarding systems and customer interactions.
  5. Analyze reports to identify areas of improvement and strengths within the team.
  6. Promote a safe working environment and contribute to a culture of safety.
  7. Support internal projects and assignments as needed.
  8. Maintain accurate customer records and ensure data integrity.
  9. Utilize multiple online resources simultaneously to gather information.
  10. Perform additional relevant duties as assigned.

Qualifications:

A high school diploma or GED is required, along with a minimum of 2-4 years of experience in customer service or a call center environment. Previous experience in a customer service role is preferred, and customer service training is a plus. Candidates must possess excellent verbal and written communication skills and be proficient in computer systems, including email, spreadsheets, and web navigation.

Equal Opportunity Employer: LC Industries is committed to providing equal employment opportunities to all individuals, including protected veterans and individuals with disabilities. We do not discriminate against employees or applicants based on their inquiries or discussions regarding compensation.