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Customer Service Center Lead

2 months ago

Salt Lake, Utah, United States Renewal By Andersen Full time
Why Choose Renewal by Andersen? Your exceptional communication abilities, enthusiasm for assisting others, and customer-centric 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 have garnered more five-star reviews from homeowners than any other leading full-service brand.

We are dedicated to helping you unlock your potential and surpass our homeowners' expectations.

Comprehensive Expertise
Our customer service representatives are people-oriented. They possess outstanding communication skills, a genuine desire to assist others, and a customer-first approach. From scheduling appointments to coordinating service teams, they enable customers to transform their houses into their dream homes.

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

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

Position Overview:
Renewal by Andersen is actively seeking a dedicated in-office Customer Service Center Lead.

The primary responsibility of our Customer Service Center Lead is to support, manage, and strengthen the customer service team as they oversee 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 homeowners, primarily responsible for screening incoming calls and arranging appointments for consultations regarding window and door replacements.

Our objective is to deliver a professional, efficient, and courteous interaction to our homeowners.

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 center.

Opportunities for advancement to Customer Service Center Manager are available, contingent upon success, skill enhancement, and meeting performance metrics.

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

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

Work Schedule:

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

This 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 skills to guide and mentor the customer service team.
-Manage daily appointment scheduling. -Establish high standards for customer service experiences within the center. -Oversee 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. -Assist in leading team meetings. -Help monitor, drive, and implement customer service goals and action plans. -Support data entry, collection, and analysis for the customer service center. -Assist in recruitment, training, and onboarding. -Aid in creating schedules, managing attendance, and driving team presence. -Perform other duties as assigned.

Qualifications:

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

Work Environment:

  • Office-based work environment.
-Exposure to continuous sounds or noise levels. -Collaborative work with a team. -Typically, work near others while maintaining a few feet of personal space.

Physical Requirements:

  • Ability to remain seated in a desk cubicle for extended periods.
-Ability to communicate verbally and interpret customer needs through information exchange. -Manual dexterity to input data into a computer or other devices using a standard keyboard or telephone keypad. -Ability to hold, grasp, turn, and lift objects for work purposes (such as office equipment). -May require mobility of the upper body and movement within the office space as needed. -Ability to lift and/or move up to 25 lbs (as necessary).

Additional Information:

  • Typically have a consistent weekly schedule.
Weekend schedules may vary based on operational needs. -Paid training provided with no cold calling involved. -Ability to arrive at scheduled shifts punctually.

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.