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LEAD CUSTOMER SERVICE REP

Overview

Perform duties with minimum supervision and follows standard procedures to accomplish assigned tasks, duties and resolve issues that are generally standardized and routine, but applies customer service skills and knowledge to non-routine issues within general framework of the job. Assists with orienting, training, assigning and checking the work of junior teams. Performs customer service tasks that are more advanced. Provides feedback on the development, documentation and implementation of the customer service practices.

THIS POSIITON WILL START IN CHATSWORTH BUT WILL MOVE TO OUR PERMANENT LOCATION IN CALHOUN, GA IN FEBRUARY OR MARCH 2019

Responsibilities

  • Performs lead duties that include but is not limited to orientating, training, assigning and checking the work of the junior team members; provide task related direction and advise to resolve non-routine issues. Identifies discrepancies and provides guidance on the action steps necessary to correct work.

  • Provides information and relative support to CSR s and clerical support personnel. Responds to inquiries from CSR s, Product Managers, TM s and Divisional Sales Managers.

  • Answers telephone calls from customers, sales representatives, and end users regarding inquiries, orders, changes, cancellations, delivery dates, application of products and pricing. Expedites orders and performs other related duties. Interacts with other departments as needed. Works with junior team members to resolve complex non-routine issues that may require an exception to standard procedures or practices.

  • Provides input to Customer Service Supervisor relative to employment functions including interviewing new hires, providing input on performance reviews and recommending corrective actions as necessary.

  • Maintains work schedule to provide adequate customer service telephone coverage. Tracks vacation/personal absence schedule for customer service department.

  • Recommends training schools and seminars for new and existing employees. Identifies ongoing training needs, recommends and coordinates. May coordinate product demonstration and training for the CSR s and clerical support with Product Mangers or trainer on new products.

  • Participates on department projects and provides administrative support to department management as needed. May act on behalf of the supervisor during his/her absence.

  • Performs other duties as required.

Qualifications

  • High School Diploma or GED equivalency required.

  • Some college in business related field or (CCSS) Certified Customer Service Specialist Program is preferred.

  • Basic Computer Skills: in word-processing and spreadsheet applications (MS Word, Excel AS400, Inet, & Electronic mail required).

  • Accurate typing with minimum 45 wpm and data entry skills required.

  • In-depth knowledge of Company brands and products information required to perform the essential functions of the job. In-depth knowledge of commonly used concepts, practices and procedures related to department activities.

  • General office experience required with exposure in a customer service environment preferred.

  • 2-3 years experience and advanced knowledge to handle the most complex of customer inquiries and problems.

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