Summary of Responsibilities:

The Customer Service Lead will report directly to the Consumer Services Manager. The Customer Service Lead will be responsible for managing and monitoring all activity within specified brand in the Customer Service department at the directive of the Customer Service Manager. The Customer Service Lead will analyze trending complaints and suggestions to improve the customer’s experience. The qualified candidate must be directly responsible and accountable for the following as well as possess the skills and attributes listed below.

Key Job Responsibilities:

• Ongoing systems and product knowledge training/refreshers of CSR associates (this is after formal/initial training is provided by Management and Product team);
• Assists in providing end-of-the-month reporting information to the CS Manager;
• Assign, manage & monitor quality task assignments for the company.
• Provides support for escalated customer calls;
• Promotes open communication with team members;
• Handles new assignments or projects as they are given/discovered.
• Supports in daily management of external third party partners.

Requirements:

• Working knowledge with use of Sales Force and all Microsoft Office applications;
• Ability to plan and forecast departmental needs;
• Exceptional knowledge of the products and services we provide;
• Willing to work extremely close with others as tasks/roles/assignments will often crossover;
• Willing to take initiative, ask questions and when necessary solve/resolve problems on their own;
• Possess a high level of competency as it relates to details and accuracy; 
• Ability to work in high stress environments;
• Ability to work in a team environment;
• Must have leadership skills and ability to establish high expectations by leading by example;
• Willing to learn, teach, train and motivate other associates as well as internal/external customers;
• Possess excellent verbal and written communications via phone, text and email;
• Willing to take on new assignments as given;
• Willing to openly listen and actively participate in constructive criticism;
• Ability to sit for prolonged periods of time;
• Must be familiar with the retail accounts Chervon serves;
• Must have the availability to night and weekend hours;
• Must be able to adjust schedule on a week-by-week basis if needed.

Competencies

• Team member;
• Attention to detail;
• Excellent oral and written composition;
• Multi-task;
• Ability to work under pressure;
• Ability to troubleshoot and problem-solve;
• Consistency in delivering exceptional customer care.

Supervisory Responsibility

This position does not have supervisory responsibility.

Work Environment

This job operates in an office/call-center environment.

Travel

This position requires occasional travel, including trips to Naperville, Illinois.

Required Education and Experience

• Bachelor’s Degree or minimum 4 years of experience; preferably in customer service;
• Ability to work within a team environment;
• Strong diplomacy skills;
• Ability to demonstrate strong problem-solving skills;
• Experience with Microsoft Office and other CS software programs preferred

About Our Working Environment

Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, short/long-term disability, life insurance and an informal work environment with policies that support open PTO, a very competitive 401(k) program, parental leave and transparent telecommuting. 

We think Chervon is a great place to work! Be part of our new future! Better Tools. Better World.

Chervon North America is an Equal Employment Opportunity Employer committed to hiring a diverse workforce. We consider all applicants for employment without regard to race, age, religion, color, marital status, national origin, sexual orientation, disability, gender, pregnancy, military status, order of protection status, transgender status, genetic information or any other category protected by law.