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Customer Service Team Lead

2 months ago

Troy, Ohio, United States Hobart Service Full time
Job Description

Hobart Service, an Illinois Tool Works Company, is a leading provider of commercial food equipment service solutions with over 125 years of experience. Our team of 1,800 associates nationwide serves as valued partners to our customers, delivering exceptional customer service and demonstrating the ITW values of Integrity, Simplicity, Trust, Respect, and Shared Risk.

Key Responsibilities
  • Manage a high volume of incoming communications and customer requests, ensuring timely and accurate responses.
  • Develop strong relationships with customers by understanding their needs and recommending solutions.
  • Provide compliant and accurate information to customers, utilizing the right methods and tools.
  • Lead a team of Customer Care Representatives, providing training, guidance, and support to ensure exceptional customer service.
  • Collaborate with internal customers to ensure proper execution of customer requirements.
  • Ensure contractual commitments are met throughout the process.
  • Act as a liaison between internal customers and customers/dealers, providing ongoing communication.
  • Plan, direct, and supervise workflow, prioritizing tasks and allocating resources effectively.
Requirements
  • Associates degree preferred or high school diploma/GED with equivalent years of customer service experience.
  • 4 years of customer service experience.
Competencies
  • Technical and analytical skills, including basic math and comprehension of specifications.
  • Time management and communication skills, including prioritization and multitasking.

Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.