Customer Service Operations Leader

2 weeks ago


Lee's Summit, Missouri, United States Leisure Living Full time

Customer Service Operations Leader Needed for a dynamic Home Improvement company. We are looking for a dedicated and results-oriented individual to take on the role of Customer Service Operations Leader. The ideal candidate will be reliable, possess excellent communication skills, and demonstrate strong problem-solving capabilities.

Key Responsibilities:

  • Recruit, onboard, and train customer service representatives.
  • Guide team members through complex customer service challenges.
  • Analyze performance metrics and compile reports for senior management.
  • Regularly assess team performance and provide necessary training or coaching.
  • Facilitate team meetings and deliver presentations to leadership.
  • Establish monthly, quarterly, and annual performance objectives and strategies.
  • Create work schedules to ensure adequate staffing levels.
  • Meet and maintain customer service targets and conversion rates.

Skills, Knowledge, and Abilities:

  • Proficient in relationship building, interpersonal communication, problem-solving, and leadership.
  • Ability to manage multiple tasks while remaining organized.
  • Experience in leading a team of 7-13 individuals, including hiring and training.
  • Familiarity with CRM and telemarketing software.
  • Capability to remain composed in high-pressure situations and achieve strict targets.
  • Understanding of the company's offerings and customer service protocols.
  • Basic knowledge of computer applications and telephone systems.

Requirements:

  • Minimum of 3 years in a management or leadership role.
  • At least 5 years of relevant experience.
  • High school diploma is mandatory.

Job Type: Full-time

Compensation: $50,000 - $55,000 Base Salary + Commission (potential earnings up to $100,000)

Benefits:

  • 401(k) with matching contributions
  • Performance-based bonuses
  • Company events
  • Competitive salary structure
  • Comprehensive dental, health, life, and vision insurance
  • Paid time off
  • Employee discounts
  • Flexible working hours


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