Customer Service Team Lead

About the Role

The Customer Service Team Lead will manage activities within the Fleet Farm organization by achieving and exceeding performance metrics, creates and maintains a highly motivated and skilled team. The Team Leader will manage and/or assist in training, customer/employee escalations, metrics, data analysis, reports, and special projects.

What You’ll Do

• Leads and coordinates work assignments and activities to maximize consumer satisfaction, customer loyalty, and performance metrics.
• Consistently meet performance expectations. Leads in motivating and encouraging staff to achieve goals. Proactively and consistently monitors all team member calls to observe employee’s quality which includes their demeanor, technical accuracy, conformity to company and client policies and procedures.
• Provides coaching, guidance, and development to team members to improve or advance performance and ensures appropriate parties are engaged to resolution while engaging the Customer Service Manager.  
• Responsible for on-going training as needed. May lead or assist in the training of all new and tenured employees.
• Develop and maintain product, customer service, and systems training modules for both classroom and online delivery for new and existing representatives.
• Handles customer escalations both by phone and email as the team needs.
• Suggest improvements to processes, procedures, communication and infrastructure to provide enhanced customer experience
• Answers customer phone calls/E-mail/Social when volume is higher than the team can process.
• Serve as subject matter expert for questions from team members regarding process and procedure.
• Develops relationships within the supporting business units to help resolve issues related to team members and customer needs (e.g., IT, Human Resources, Merchandising, etc.).  
• Takes the initiative to grow and develop in a leadership capacity and consistently upgrade program knowledge.
• Assist with call monitoring and quality assurance program to provide relevant feedback to team members.

What You Bring

• Minimum of a high school diploma or equivalent required; college-level coursework in Education, Business or a related field preferred.
• 2-3 years relevant experience in customer service required, including a minimum of 6 months experience in a high-volume call center.
• 2-3 years’ experience leading, coaching or mentoring others is preferred.
• Excellent attention to detail and accuracy.
• Ability to quickly learn program and product knowledge, work on a PC and navigate a windows environment.
• Experience with OMS and Customer Care Ticketing Systems (i.e. Salesforce, KIBO, Zen Desk, JIRA, etc.)
• Demonstrated time management and prioritization skills.
• Strong communication skills both written and verbal.
• Ability to work in a fast-paced environment and quickly adapt to change.

Why Join Fleet Farm?

• A dynamic and growing company with a strong Midwest footprint.

• Work alongside passionate professionals who are driven by teamwork and results.

• Competitive compensation, benefits, and opportunities for growth and development.

• Make a tangible impact on product availability and customer satisfaction.

Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state or local law. Upon request and consistent with applicable laws, Fleet Farm will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.