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Customer Service Center Lead

2 months ago

Salt Lake, Utah, United States Renewal By Andersen Full time
Position Overview

Role: Customer Service Center Lead

Company: Renewal By Andersen

Location: Not specified

About Us:

Renewal By Andersen is a premier window replacement division of Andersen Corporation, a leader in the window and door industry for over a century. We are committed to delivering exceptional quality and innovative solutions to our clients.

Since our inception, we have expanded our reach across numerous markets in the United States, establishing ourselves as a top contender in the replacement window sector.

We pride ourselves on our dedication to leadership, innovation, and customer satisfaction, and we are looking for a new team member who embodies these values.


Job Summary:

We are currently seeking a Customer Service Center Lead to join our dynamic team. This role is essential in guiding, managing, and enhancing the performance of our customer service team, which handles both incoming and outgoing communications to generate leads and ensure customer satisfaction.

The Customer Service Center is often the initial point of interaction for our clients, responsible for managing incoming inquiries and scheduling consultations for window and door replacements. Our objective is to ensure every interaction is professional, efficient, and courteous.

We are looking for candidates eager to develop their communication, leadership, and customer service skills, with potential advancement opportunities to a managerial position based on performance and skill development.


Employment Type:
Full-time, non-exempt position with benefits.

Compensation:
$20-22 per hour, commensurate with experience, plus a potential monthly bonus.

Work Schedule:

Standard hours are from 8 AM to 5 PM, Monday through Friday, with occasional evening or weekend shifts as needed to support team operations.

Required weekly hours are between 38-40.


Ideal Candidate Attributes:
  • Positive and engaging demeanor.
  • Strong interpersonal skills and comfort in public interactions.
  • Exceptional customer service orientation.
  • Effective written and verbal communication abilities.
  • Organizational skills and attention to detail.
  • Reliable and punctual.
  • Willingness to learn and grow.

Key Responsibilities:
  • Demonstrate and cultivate strong leadership capabilities to mentor the customer service team.
  • Oversee daily scheduling and appointment management.
  • Establish high standards for customer service within the center.
  • Coordinate team activities by assigning tasks and monitoring performance metrics.
  • Provide direct assistance to both customer service and sales teams as required.
  • Offer constructive feedback to enhance performance and operational processes.
  • Facilitate team meetings and discussions.
  • Assist in setting and tracking customer service goals and initiatives.
  • Support data entry, collection, and analysis related to customer service operations.
  • Participate in recruitment, training, and onboarding processes.
  • Help manage scheduling, attendance, and timesheet administration.
  • Perform additional duties as assigned.

Qualifications:
  • High School Diploma or equivalent experience.
  • Must be at least 18 years old.
  • Clear background check.
  • Strong listening and communication skills.
  • Ability to handle multiple tasks effectively.
  • Calm demeanor under pressure.
  • Excellent organizational skills with a keen eye for detail.
  • Ability to build rapport with diverse personalities.
  • Minimum of 2 years of experience in customer service or call center roles.
  • At least 1 year of leadership experience in a relevant field.
  • Typing speed of at least 55 words per minute.
  • Bilingual candidates are encouraged to apply.

Work Environment:
  • Office-based position.
  • Exposure to typical office noise levels.
  • Collaborative team environment.
  • Proximity to colleagues while maintaining personal workspace.

Physical Requirements:
  • Ability to remain seated for extended periods.
  • Effective verbal communication skills to understand customer needs.
  • Manual dexterity for data entry and use of office equipment.
  • Ability to lift and move objects up to 25 lbs as necessary.

Additional Information:
  • Consistent weekly schedule.
  • Weekend shifts may vary based on operational requirements.
  • Paid training provided; no cold calling involved.
  • Timeliness in arriving for scheduled shifts is essential.

Benefits:
  • Comprehensive health insurance.
  • Health savings account options.
  • Dental and vision insurance.
  • Life insurance coverage.
  • 401(k) plan with matching contributions.
  • Paid time off and employee amenities.

Equal Employment Opportunity:

Renewal By Andersen is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on various protected characteristics.

This policy applies to all aspects of employment, including recruitment, hiring, placement, promotion, and training.