Call Center Customer Service Representative Lead

Customer Service Rep Lead 48161
Must be available to work weekends

Summary:
The Customer Service Representative will be responsible for supporting the call center in the
following areas: Providing excellent service and sales support for our customers in a high-volume setting consisting of direct consumer and corporate order placement for holiday gifting. The ideal candidate will process orders, resolve order issues, support customer complaints, and support general office work as needed throughout the year. For the months of October through December, this role will act in a lead role capacity to a seasonal team of temporary CSR’s by providing oversight of orders, customer complaints and training related to the mail
order business unit.

Essential Job Duties and Responsibilities:
• Provide support to the call center team by handling customer related order requests and leading problem resolution efforts for customers via phone, email, web chat, post mail and on occasion, face to face.
• Utilize multiple business systems for tracking and providing timely response to customer inquiries to ensure customer satisfaction.
• Maintain performance in alignment with targeted KPI and SLA standards
• Participate in the development and implementation of projects and activities focused on continuously improving our customers’ experience with us.
• Provide oversight of workloads, training, and support to temporary employees during high peak seasons while maintaining independent workload.
• Provide general administrative support for office staff, as needed.
• Other related duties as assigned by management.

Education and Experience Requirements:
• High School Diploma or GED required.
• Must be at least 18 years of age.
• Experience in call center, ordering and logistics, customer service, and general office is preferred.

Knowledge, Skills and Abilities:
• Customer Centric focus and strives for satisfaction to customers.
• Professional and compassionate communication skills both verbal and written.
• Leadership ability to provide support and guidance to others in a supportive and constructive manner.
• Ethical conduct including diversity and inclusion to others.
• Ability to problem solve and analyze complex situations to provide the best possible solutions.
• Personal effectiveness and credibility with a focus on team culture.
• Ability to read, write, and speak English proficiently.
• Ability to use a computer and headset.

Physical Demands:
• Ability to complete repetitive motions throughout designated shift.
• Ability to stand, sit, and walk for extended periods of time throughout shift.

Working conditions:
Incumbent must be able to work in an office with minimal hazards. As O&H Danish Bakery provides a highly seasonal peak product offering, some weekends and extended work hours are necessary around major US holidays (Christmas, Thanksgiving, Easter etc).