Customer Service Lead

ABOUT THE ROLE

As a Customer Success Lead Representative, you'll be part of a dynamic team where your contributions to customer care and your support for your team members are valued, and your professional development is prioritized. Join us and become an integral part of our winning team.

WHAT YOU’LL DO

• Work Planning:  Strategically plan daily activities utilizing CRM, Telecom, and Configuration systems, along with dashboards, to optimize workflow efficiency.  Assign tasks to Customer Service Representatives (CSRs) in alignment with volume management strategies.  Oversee the credit memo process, with authority to approve credits up to a specified dollar amount.

• Customer Engagement: Regularly interact with customers to ensure their needs are prioritized and addressed promptly.  Monitor service dashboards to ensure CSRs are meeting targeted service levels. Lead by example in representing multiple brands to customer partners.

• Issue Resolution: Promptly address and resolve customer inquiries related to product quality, delivery coordination, warranty needs, product availability, pricing, and billing.  Collaborate with operations and sales teams to expedite orders and ensure maximum customer satisfaction.

• Escalation Management:  Provide assistance to CSRs in resolving escalated or urgent matters.

• Training:  Conduct training sessions for CSRs focused on enhancing soft skills, product knowledge, and system proficiency.  Assist with onboarding and training new employees.  Lead customer training sessions on the use of configurators or portals.    

• Continuous Improvement:  Support the Customer Success Manager, Supervisor, and Analyst by contributing to process improvements and special projects aimed at increasing customer satisfaction and optimizing internal workflows.

• Performance Management: Collaborate with the Customer Success Manager and Supervisor by offering input on CSR performance, based on work volume and interaction quality.  Assist with phone/email evaluations and offer constructive feedback.

WHAT YOU’LL NEED

• Education: High School Diploma or equivalent required; bachelor’s degree is a plus.

• Experience: 4+ years of proven direct customer and consumer support experience, preferably in the building products industry.

• Industry Knowledge: Understanding of the building products industry and sales management experience in dealer, distribution, and/or two-step channel segments.

• Skills: Strong problem-solving, negotiation, and communication skills are essential.

• Technical Proficiency: Proficient in telecom software; Microsoft Office applications including Word, Excel, and PowerPoint.

• Time Management: Solid time management skills with the ability to prioritize multiple responsibilities effectively.

• Interpersonal Skills: Strong interpersonal and teamwork skills with a high level of integrity and personal motivation.

• Adaptability and Flexibility: Being adaptable and open to new ways of working is crucial. Embrace change with a positive mindset.

• Resilience: Ability to bounce back from setbacks, stay focused, and maintain productivity during challenges.

• Learning Agility: Be willing to adapt to new processes, technologies, and ways of thinking.

• Collaboration and Teamwork: Collaborate with colleagues, share insights, and work together to achieve common goals.