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Customer Service Team Leader

2 months ago

Salt Lake, Utah, United States Renewal By Andersen Full time
Why Choose Renewal by Andersen? Your exceptional interpersonal skills, dedication to assisting customers, and a service-oriented mindset will be a perfect match for our dynamic team.

A Distinctive Reputation

As part of the largest window and door manufacturer in North America, we pride ourselves on receiving more five-star ratings from homeowners than other leading full-service brands.

We are committed to helping you achieve your potential and surpass our clients' expectations.

Comprehensive Expertise
Our customer service representatives are people-oriented individuals. They possess outstanding communication abilities, a genuine passion for assisting others, and a customer-first mentality. From managing appointments to coordinating service teams, they guide customers in transforming their houses into their "forever homes."

A Legacy of Innovation
Renewal by Andersen has established itself as a unique and superior home improvement provider.

Our customer service team is at the forefront of this experience, ensuring homeowners nationwide initiate their projects effectively.

Position Overview:
Renewal by Andersen is currently seeking an in-office Customer Service Team Leader.

The primary role of our Customer Service Team Leader is to support, manage, and strengthen the customer service team as they handle both incoming and outgoing communications to generate leads and enhance customer satisfaction.

Our customer service team often serves as the initial point of contact for our clients, primarily responsible for screening incoming inquiries and scheduling consultations for window and door replacements.

Our aim is to deliver a professional, efficient, and courteous interaction to our clients.

We are looking for individuals eager to learn and develop the essential communication, leadership, and customer service skills necessary for success in the customer service environment.

Potential advancement to Customer Service Manager is available with demonstrated success, skill enhancement, and achievement of performance metrics.

Position Type:
Full-time, benefited, non-exempt, at-will position

Compensation:
$20-22/hour, depending on experience. Opportunity for a monthly bonus.

Work Schedule:

Shifts from 8am to 5pm, Monday through Friday, with potential evening or Saturday shifts to support team coverage and operational requirements.

Position requires 38-40 hours per week.

Ideal Candidate Attributes:

  • Positive, friendly, and engaging demeanor.
-Outgoing personality with ease in public interactions. -Exceptional customer service skills. -Clear and effective written and verbal communication. -Strong organizational and communication abilities. -Reliable and punctual. -Willingness to learn and grow.

Key Responsibilities:

  • Demonstrate and cultivate strong leadership capabilities to guide and mentor the customer service team.
-Oversee daily appointment scheduling. -Establish high standards for customer service interactions within the team. -Direct team workflow by assigning tasks, supporting staff, and monitoring performance metrics. -Provide direct assistance to customer service and sales teams as required. -Offer constructive feedback to enhance performance and processes, including staff effectiveness. -Facilitate team meetings. -Assist in monitoring, driving, and implementing customer service goals and action plans. -Aid in data entry, collection, and analysis of customer service metrics. -Support hiring, training, and recruitment efforts. -Help create schedules, manage attendance, and ensure compliance. -Other responsibilities as assigned.

Qualifications:

  • High School Diploma or equivalent experience.
-18 years or older. -Clear background check. -Effective listening and communication skills. -Ability to multitask and remain composed under pressure. -Excellent organizational skills and attention to detail. -Ability to collaborate with diverse personalities and build relationships effectively. -2+ years of prior customer service experience required. -1 year of leadership experience preferred, ideally in a customer service context. -Typing speed of at least 55 wpm. -Bilingual abilities are a plus.

Working Environment:

  • Office-based work environment.
-Exposure to continuous sounds or noise levels. -Collaborative work with a team. -Proximity to coworkers, typically with some personal space.

Physical Requirements:

  • Ability to remain seated in a desk area for extended periods.
-Ability to communicate verbally and interpret customer needs through information exchange. -Manual dexterity for data entry using a keyboard or telephone keypad. -Ability to hold, grasp, turn, and lift objects for work purposes (such as office equipment). -Mobility within the office space as required. -Ability to lift and/or move up to 25 lbs (as necessary).

Additional Information:

  • Typically, a consistent weekly schedule.
Weekend schedules may vary based on operational needs. -Paid training provided with no cold calling involved. -Punctuality for scheduled shifts is essential.

Benefits:

  • Health insurance
  • Health savings account
  • Dental insurance
  • Vision insurance
  • 10k paid group life insurance
  • Life insurance
  • 401(k) with matching
  • Paid time off
  • Employee break room snacks
EEO Statement: Chisl, Inc dba Renewal By Andersen provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.