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Lead Customer Service Agent - Deforest

Lead Customer Service Agent - Deforest
Sanimax is a stable, successful green industry that reclaims used cooking oil and organic waste from restaurants and other businesses and renews it into valuable product. We are looking for a full time Lead Customer Service Agent for our DeForest, WI office.
The Lead Customer Service Agent is responsible for assisting the Customer Service Manager with individuals and the use of tools, processes and procedures to ensure customer service on time delivery. The Lead Customer Service Agent will be in contact with multiple departments who may be involved to ensure excellent service to internal and external customers e.g. Procurement Sales, Dispatchers, Drivers, Sales Support
Specific Duties Include:
o Assist the Customer Service Manager with individuals and the use of tools, processes and procedures to ensure on time delivery of customer services
Coach and help CS agents to achieve higher levels of performance and job mastery.
o Assist as lead in departmental initiatives to lead day-to-day operations.
o Provide timely and complete resolution of escalated issues and concerns raised by team members and peers, while always reporting matters back to the Customer Service Manager.
o Maintain relationships and effective communication with internal stakeholders to ensure coordination of support issues and excellent customer service.
o Participate in other coverage for the team as required, while displaying a reasonable flexibility to support the operational needs (i.e. evenings and/or weekends) as required.
o Administer Call Quality audits as required and maintain monthly audit scorecards and keep the Customer Service Manager informed of Team progress.
o Handle Level 1 escalated calls from customers wishing to speak to a supervisor.
o Able to travel occasionally with advance notice if required for meetings and/or training
o Able to prepare reports and/or deliver presentations to the Customer Service Manager, and/or the CSAs or any internal stakeholder if required.
o Play a leadership role when the Customer Service Manager is on vacation or unavailable by phone to provide guidance and support or maintain peace and order in the workplace.
o Able to maintain professionalism and regard for confidentiality at all times especially when entrusted by management with privileged information.
o Assist the Customer Service Manager by maintaining the employee records of the daily late arrival to work and absences.
o Uphold and prioritize the interests of the Customer Service department at all times, while adhering to all of its approved process and procedures.
o Participate in Customer Service recruitment initiatives (i.e. assist in telephone pre-screening, or to sit in on interviews as observers if requested by the Customer Service Manager.
o Assist the Customer Service Manager on misc. Teambuilding activities to stimulate employee engagement, and help foster a healthy, positive and enjoyable work life. Also able to solicit volunteers (i.e. Theme days, Pot lucks, 5-7 outings, CS Newsletter).
Requirements:
o College diploma an asset
o Minimum 2 years customer service experience on phones, recordkeeping, data entry, and customer service
o Minimum 1 year in a team lead capacity
o Excellent verbal and written communication skills
o Proficient with computer software (Microsoft office: excel, word and CRM programs preferred)
o Ability to multi-task & Manage time effectively
If this sounds like you, please apply today!
Interested in joining our team?
You can also apply directly via:
http://ch.tbe.taleo.net/CH02/ats/careers/requisition.jsp?org=SANIMAX&cws=4&rid=701
Or you can fax 920-884-2988 with the subject line "LEAD Customer Service Agent, Deforest"

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