What are the responsibilities and job description for the Lead, Customer Service position at California Faucets?
Description:California Faucets is looking to bring on a Customer Service Lead. This role is based on-site in our Huntington Beach, CA facility. The hours for this position will be Monday through Friday, full-time from 8:00AM to 4:45PM.The Customer Service Lead will work closely with many areas of the organization to drive the performance of our Customer Service Representatives and ensure top-level customer experience.As the Customer Service Lead, you will be expected to contribute to the strategic growth and development of the Customer Service department. You will be expected to use your exceptional attention to detail and creative techniques to collaborate with all levels of the organization toward the shared goal of positive impact for our customers. You will effectively balance multiple projects and thrive in a fast paced, growing organization.This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.Daily OperationsWill assist agents, who need help dealing with customer concerns by stepping in, offering advice or authorizing a special adjustment if needed.Is the first level of customer escalation and will ensure the customer’s issues are resolved in a professional and timely manner.Responsible for the daily activities of Customer Service Representatives by monitoring inbound call and email queues and making appropriate allocations of labor resources to meet daily productivity and service goals.Will correspond with other staff members to obtain additional information and clarification needed to resolve customer problems.Implements and models standards of courteous and professional interactions with customers and coworkers.Meets with the Customer Service Director regularly to effectively communicate and resolve customer service issues, set and prioritize goals, improve processes and review productivity.Assists with staff communication, providing updates, resolving issues, setting goals, and maintaining standards.Responsible for setting goals for their team in an effort to spur performance and to measure effectiveness.Effectively manages staff through changes and maintaining or improving team morale within the Customer Service Department.Training and Educating StaffResponsible for the continued training of new team members on duties and expectations.Ensures that correct procedures are followed and routinely gives directions to the staff on what steps to take and how to improve using coaching strategies.Evaluating PerformanceMonitors and reports how individual Team Members are performing as well as team or shift performance and is able to think of ways to increase productivity and customer satisfaction to improve performance of the teamTeam Leads are responsible for coaching Team Members toward improvement in productivity and service metrics such as:Call and email processing accuracy (correct steps were completed)Call and email processing courtesies (excellent use of soft skills and empathy)Call and email processing efficiency (time to complete tasks)Team Leads may be required to document their observations in written reports submitted to upper managementWill perform additional responsibilities when requiredPlease note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.Requirements:The Following Personal Attributes/Skills are Required:Ability to read, write, speak, and understand English fluently.Excellent interpersonal, organizational, and communication skills.Excellent verbal and written communication.The ability to explain things easily in ways that people can understand.A proactive approach to problem solving in addition to reliable follow-through on a variety of tasks.A sense of urgency and efficiency in all tasks.Excellent time management skills: must be able to handle multiple priorities simultaneously and meet deadlines.Ownership of all assigned areas of responsibility.Attention to detail and accuracy; must be able to recognize and resolve discrepancies.Team player with a positive, “can-do” attitude that can work in a fast-paced environment.Good judgement and discretion.Ability to meet or exceed the company’s attendance and punctuality standards.Ability to work overtime as needed.Use miscellaneous office equipment (ex: calculators, computers, copiers, etc.).Environmental and Safety Considerations:This position operates remotely but requires occasional travel to our facility which is comprised of professional offices and warehouse environments. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Supervisory Responsibilities:This position has no supervisory responsibilities.People Interface:The position requires contact with people in many departments, including production, supply chain, and PVD Coatings.Decision Making:The position requires working from detailed instructions as well as the use of judgment to plan and perform general decisions to solve a problem or select a course of action for a standard or recognized method of operation.Supervision Received:Under general supervision of the Customer Service Manager, assignments are both task-oriented and objective-oriented. Follows established procedures for routine work; receives specific instruction on non-routine problems.Accountabilities:After adequate training, the position requires a level of accountability to complete tasks as scheduled.Education and Experience:Associate or bachelor’s degree in business administration, Marketing, Sales, or a related field preferred.2 years of customer service leadership experience and/or 5 years of customer service experience required.Ability to maintain confidentiality of the information processed a must.Must be resourceful, action-oriented, decisive and a self-starter.Excellent verbal, written, and interpersonal communication skillsExcellent organizational skills, detail-oriented, and able to manage multiple tasks simultaneously, without losing composureAbility to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptionsHigh degree of initiative, self-motivation, and ability to motivate othersAbility to provide a working atmosphere that is positive and productiveAbility to establish and maintain cooperative working relationships with team members and colleaguesProficiency with MS Office, Windows OS, email, and Internet usage/researchAbility to work across the organization to get things doneAbility to work efficiently while managing multiple projects/tasks/systems simultaneouslyStrong analytical and problem-solving skillsPhysical Requirements:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.This position is largely a sedentary role, and as such the employee is regularly required to sit and talk and/or hear for extended periods of time. While performing the duties of this job, the employee is regularly required to use hands and fingers to handle or feel and to manipulate keys on a keyboard. The employee is frequently required to stand, walk, talk, and hear.
