Customer Service Rep Lead
The Hillman Group, Inc., Rome, GA, United States
Job Summary
The Customer Service lead role provides exceptional service through identification and resolution of inquiries from customers and other Hillman employees. The lead also serves as the subject matter expert while assisting customer service agent with questions. The lead will assist in handling inbound calls providing support in the areas of inquiries, and complaints.
Essential Job Functions *
Maintains a comprehensive knowledge of multiple product lines, including part numbers, features, account-specific plan-o-grams, units of measure/packaging and pricing.
Maintains a comprehensive knowledge of multiple account specifications/guidelines, including order procedures and account-specific product offerings.
Monitors phone queues and notifies supervisor of back-ups.
Completes outbound call assignments and projects without compromising inbound call goals.
Researches and resolves a variety of customer concerns and complaints.
Assists in the training of new hires and acts as a mentor to junior members of the department.
Acts as a back-up for immediate supervisor as needed.
With management, works to improve procedures and identify strategies for change.
Acts as a liaison between management and CSRs to help bridge any communication gaps.
Handles escalated customer service calls as needed.
Assists the Customer Service Supervisor as needed.
Participates in department improvement teams.
Performs all other related duties as assigned.
* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.
Education & Experience
High School diploma or GED equivalent is required; College degree or equivalent in education and work experience is preferred
One year of customer service or call center experience.
Good mechanical aptitude; ability to successfully complete training on Hillman equipment.
Good presentation skills and ability to provide information to department.
Excellent communication skills: ability to effectively communicate technical information and know-how to users.
Working knowledge of computer applications (i.e., MS Office Suite), and ability to learn in-house software applications.
Ability to type 45 wpm.
Strong problem-solving skills and ability to work with a variety of personalities; maintain composure under stressful conditions.
Competencies – Knowledge, Skills and Abilities
Organizational Awareness
Demonstrates a general knowledge of the organization's mission, vision, and values.
Demonstrates knowledge of the organization's primary competitors.
Can describe the organization's core products, and services.
Understands department's core functions, and capabilities.
Complies with basic organizational policies, and regulations.
Demonstrates knowledge of the strategic direction of the organization.
Planning and Results Orientation
Effectively complete tasks associated with role.
Utilizes the resources available to them.
Prioritizes work to deliver objectives on time, and to the highest standard.
Follows direction and seeks clarification when required.
Brings forward any obstacles, or challenges to work completion in a timely manner.
Customer Focus
Uses listening and questioning to determine customer needs.
Promptly and accurately addresses customer inquiries and concerns.
Brings forward customer service incidents, and concerns.
Takes pride in delivering high quality service.
Leadership
Adheres to standards of professionalism in all work situations.
Voluntarily takes on additional work responsibilities.
Has high expectations of self, and others.
Demonstrates commitment to their job.
Communication and Interpersonal Effectiveness
Actively listens and learns through observation.
Is open, and approachable.
Uses a positive, and constructive tone
Demonstrates interest in the thoughts, and feelings of others.
Demonstrates awareness of the different needs of different audiences.
Considers potential responses of others before speaking or acting.
Problem-solving and Decision-making
Alerts others to possible problems in a timely way.
Seeks support to solve problems.
Teamwork
Treats team members with respect.
Contributes to achievement of team goals, and objectives.
Demonstrates a positive attitude.
Creativity and Innovation
Engages in departmental discussions to improve processes, and outputs.
Continuous Professional Development
Actively seeks opportunities to learn new knowledge, and skills.
Accepts, and acts on constructive criticism.
Vigilant at identifying mistakes, addressing them in a timely manner, and learning from them.
Operational Equipment
N/A
Work Environment and Physical Demands Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.
Physical Demands Office: Sedentary.
The Hillman Group is an Equal Employment Opportunity and Aff ... The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
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Essential Job Functions *
Maintains a comprehensive knowledge of multiple product lines, including part numbers, features, account-specific plan-o-grams, units of measure/packaging and pricing.
Maintains a comprehensive knowledge of multiple account specifications/guidelines, including order procedures and account-specific product offerings.
Monitors phone queues and notifies supervisor of back-ups.
Completes outbound call assignments and projects without compromising inbound call goals.
Researches and resolves a variety of customer concerns and complaints.
Assists in the training of new hires and acts as a mentor to junior members of the department.
Acts as a back-up for immediate supervisor as needed.
With management, works to improve procedures and identify strategies for change.
Acts as a liaison between management and CSRs to help bridge any communication gaps.
Handles escalated customer service calls as needed.
Assists the Customer Service Supervisor as needed.
Participates in department improvement teams.
Performs all other related duties as assigned.
* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.
Education & Experience
High School diploma or GED equivalent is required; College degree or equivalent in education and work experience is preferred
One year of customer service or call center experience.
Good mechanical aptitude; ability to successfully complete training on Hillman equipment.
Good presentation skills and ability to provide information to department.
Excellent communication skills: ability to effectively communicate technical information and know-how to users.
Working knowledge of computer applications (i.e., MS Office Suite), and ability to learn in-house software applications.
Ability to type 45 wpm.
Strong problem-solving skills and ability to work with a variety of personalities; maintain composure under stressful conditions.
Competencies – Knowledge, Skills and Abilities
Organizational Awareness
Demonstrates a general knowledge of the organization's mission, vision, and values.
Demonstrates knowledge of the organization's primary competitors.
Can describe the organization's core products, and services.
Understands department's core functions, and capabilities.
Complies with basic organizational policies, and regulations.
Demonstrates knowledge of the strategic direction of the organization.
Planning and Results Orientation
Effectively complete tasks associated with role.
Utilizes the resources available to them.
Prioritizes work to deliver objectives on time, and to the highest standard.
Follows direction and seeks clarification when required.
Brings forward any obstacles, or challenges to work completion in a timely manner.
Customer Focus
Uses listening and questioning to determine customer needs.
Promptly and accurately addresses customer inquiries and concerns.
Brings forward customer service incidents, and concerns.
Takes pride in delivering high quality service.
Leadership
Adheres to standards of professionalism in all work situations.
Voluntarily takes on additional work responsibilities.
Has high expectations of self, and others.
Demonstrates commitment to their job.
Communication and Interpersonal Effectiveness
Actively listens and learns through observation.
Is open, and approachable.
Uses a positive, and constructive tone
Demonstrates interest in the thoughts, and feelings of others.
Demonstrates awareness of the different needs of different audiences.
Considers potential responses of others before speaking or acting.
Problem-solving and Decision-making
Alerts others to possible problems in a timely way.
Seeks support to solve problems.
Teamwork
Treats team members with respect.
Contributes to achievement of team goals, and objectives.
Demonstrates a positive attitude.
Creativity and Innovation
Engages in departmental discussions to improve processes, and outputs.
Continuous Professional Development
Actively seeks opportunities to learn new knowledge, and skills.
Accepts, and acts on constructive criticism.
Vigilant at identifying mistakes, addressing them in a timely manner, and learning from them.
Operational Equipment
N/A
Work Environment and Physical Demands Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.
Physical Demands Office: Sedentary.
The Hillman Group is an Equal Employment Opportunity and Aff ... The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
#J-18808-Ljbffr