JOB TITLE: Lead Customer Service Representative

DIVISION: Sales

DEPARTMENT: Sales Operations

JOB SUMMARY

• The Lead Customer Service Representative is responsible for assisting in day-to-day operations while serving the needs of the company’s customers. The Lead Customer Service Representative will actively promote excellent customer service to every customer or potential customer.
• The Lead Customer Service Representative is required to display the highest level of professionalism in all customer interactions, both internal and external.
• The Lead Customer Service Representative reports to the Manager of Customer Service or Supervisor of Customer Service as assigned.
• The Lead Customer Service Representative reports to the

ESSENTIAL JOB FUNCTIONS

The Lead Customer Service Representative is accountable for the following items:

• Processing customer escalations, researching difficult issues assigned by supervisors or management; maintaining ownership of all unresolved problems referred to them.
• Assisting internal customers on the floor as well as over the phone in the customer relations queue, including processing inbound and outbound calls based on company needs.
• Assisting supervisors and management in account research, training initiatives, and special projects.
• Provide general support and assistance to internal and external customers, coordinating with the management team as needed.
• Creating a motivational environment for employees to perform work efficiently; persuading, coaching, and creating opportunities for employees.
• Walking the floor to observe the successful job performance of all staff members and bringing all deviations to the attention of a supervisor or manager, as assigned.
• Providing excellent customer service to every customer and potential customer.
• Meeting and/or exceeding customer subscription objectives.
• Maintaining customer database by recording all activities, transactions, and communications with customers in CHR.
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing any miscellaneous department duties as needed.

JOB REQUIREMENTS

Education and Experience

• High school diploma or GED – required
• Minimum of 1 year of customer service experience – required
• Ability to perform the essential job functions of the Customer Relations Specialists – required
• Strong working knowledge in Microsoft Office programs, i.e. Excel, Word, and Outlook – required

Other Requirements

• Background record that meets Company standards.
• Reliable means of transportation at all times.
• Excellent work attendance record.
• Present self professionally in appearance and demeanor.
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work; discloses only when authorized, unless legally obligated to do so.

PHYSICAL DEMANDS

Walking, kneeling, standing, stooping, sitting, driving, hearing, talking, vision (close, distant, color, depth perception, adjust focus), and use of hands and fingers. Light lifting of 25lbs. is occasionally needed.

WORKING CONDITIONS

• The Lead Customer Service Representative is an hourly, non-exempt position. Regular working hours of will vary to accommodate the needs of the department which may include nights, weekends and holidays. Additional hours as needed will be assigned to ensure the proper operation of the division.
• Due to the Company’s need to provide consistently high-quality customer service and employee reinforcement training, the Company, as a standard practice, periodically monitors transactions between Lead Customer Relations Specialists and our customers.
• The Lead Customer Service Representative works in an automated business office environment with business office equipment including telephones, personal computers, copy machines, and FAX equipment.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.

USE OF COMPANY RESOURCES, EQUIPMENT, AND CONFIDENTIAL INFORMATION

Company resources, equipment, and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of Company resources, equipment, or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information, and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

MaxxSouth Broadband is an Equal Opportunity Employer (EOE).