Req ID: 433411
Address: 10601 N Pennsylvania Ave. Oklahoma City , OK , 73120
BASIC PURPOSE : Customer Service Center Team Lead provides peer-to-peer coaching to Customer Service Representatives who are responsible for handling customer service requests including answering customer billing and service inquiries, provisioning and maintenance, complaints, and adjustments. Leads by example exuding a professional and courteous demeanor providing a customer experience that reflects the company's reputation for outstanding customer service; may include presales and post sales service to customers. May participate in call center initiatives such as recognition, employee engagement, and diversity. It is a fast-paced, high level service environment where business is conducted 24/7 with integrity in a positive, respectful, and timely manner.
MAJOR RESPONSIBILITIES:
Handles customer escalations.
Creatively solves escalated customer issues and provides resolutions to the customer’s satisfaction.
Makes the decision to escalate issues as needed to the appropriate individuals or departments after carefully examining the issue.
Responsible for creating and maintaining detailed documentation regarding follow up on customer incidents and resolutions in case records, emails, etc.
Assists customers, stores, tire care and restaurant personnel by answering questions, complaints, and inquiries via inbound telephone calls, voicemail messages, e-mail messages, mobile app communications, comment cards, U.S. mail, etc. as the demand requires
Performs project functions for the team such as scheduling, reporting, etc.
Performs Call Audits and provides coaching
Keep management informed on issues and problems
Other duties assigned as needed
EDUCATION AND EXPERIENCE:
Education:
HS Diploma or equivalent required
Experience:
2-3 Years Call Center Experience
SKILLS AND PHYSICAL DEMANDS:
Skills:
Proficient in all Microsoft Office products
Fully knowledgeable in Customer Service Software
Customer Focus
Time Management
Drives Results
Written Communication
Problem Solving
Decision Quality
Learning on the Fly
Knowledge of Microsoft Office
Typical Physical Demands:
Able to work weekends and holidays as business needs require
Requires prolonged sitting, some bending and stooping
Occasional lifting up to 25 pounds
Manual dexterity sufficient to operate a computer keyboard and calculator
Requires normal range of hearing and vision
Job Function(s): Corporate
Love’s Travel Stops & Country Stores is the industry-leading travel stop network in the United States. For more than 55 years, we’ve provided customers with highway hospitality and “Clean Places, Friendly Faces.” We’re passionate about serving drivers with clean, modern facilities stocked with fuel, food and supplies. We offer meals from popular restaurant chains, trucking supplies, showers and everything needed to get back on the road quickly. The Love’s Family of Companies includes:
Gemini Motor Transport, one of the industry’s safest trucking fleets
Speedco, the light mechanical and trucking service specialists
Musket, a rapidly growing, Houston-based commodities supplier and trader
Trillium, a Houston-based alternative fuels expert