TOC CUSTOMER SERVICE LEAD - 2ND SHIFT (ON-SITE)

Work Where You Matter

At Dollar General, our mission is Serving Others! We value each and every one of our employees. Whether you are looking to launch a new career in one of our many convenient Store locations, Distribution Centers, Store Support Center or with our Private Fleet Team, we are proud to provide a wide range of career opportunities. We are not just a retail company; we are a company that values the unique strengths and perspectives that each individual brings. Your difference truly makes a difference at Dollar General. How would you like to Serve? Join the Dollar General Journey and see how your career can thrive.
Company Overview

Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day.® by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at www.dollargeneral.com/about-us.html.

Job Details

GENERAL SUMMARY:

The Customer Support Lead provides workflow management and subject matter expertise to a team of transportation support representatives and transportation support specialists.  The transportation support lead will monitor the daily workflow and quality of each member of their team and provide support where needed.  They will also service as the primary escalation point for phone, chat, and e-mail for TSR and TSS.  The Lead will serve as a liaison between the Transportation Support Specialists and the TOC Supervisor/Manager. 

 

DUTIES and RESPONSIBILITIES:

• Answer highly complex telephone calls from drivers, vendors, DCs, SSC and other external sources.  15%
• Answer highly complex emails from stores, transportation, and carrier personnel.  15%
• Provide hands on training for new hires to the team.  20%
  • Work with TOC Manager and Transportation Support Supervisor to certify and de-certify team members in specific functions
  • Provide new hire, remediation, and continuous improvement training for team members assigned to their team
• Review portion of prior days calls and e-mails from each team member for quality review.  15%
  • Provide immediate and quality coaching related to process understanding for team members assigned to their team
• Handle complex to advanced travel arrangements and monitoring.  5%
• Resolve escalated calls, e-mail, and chats received from TCSR and TSS.  10%
• Reporting Function:  20%
  • Team Productivity
  • Quality Rates
  • Training Program

Qualifications

KNOWLEDGE and SKILLS:

• Proficient communication (written and verbal), listening, and interpersonal problem-solving skills
• Ability to de-escalate calls, emails, and chats to the satisfaction of the customer and company.
• High attention to detail, strong planning, and organization skills
• Willingness to make critical decisions to ensure normal operating of the transportation department
• Proficient understanding of quality control, training techniques
• Ability to multitask in a fast moving high-stress environment that frequently experiences change
• Must know MS Office software

EXPERIENCE and/or EDUCATION:

• One to two years in transportation operations for a retailer, manufacturing company, major carrier, logistics, or contact center company required.

• Two plus years customer service experience required

• Prior lead experience preferred

• One year experience using contact center software (i.e. ServiceNow; Salesforce; 3CL; Nice, etc.).

 

Dollar General is an equal opportunity employer.