What are the responsibilities and job description for the Team Leader Rep Services position at Jostens?
JOB TITLE: Team Lead Rep Services
Location: Treasure Craft DR Building Victor M. Espaillt Mera Park 1st stage (Google Maps)
City: Altos de Rafey, Santiago
Seats: 1
GENERAL DESCRIPTION OR PURPOSE OF THE JOB:
As direct line of support to the Rep Services Team, this role provides daily support and contact to customer-facing employees including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department.
RESPONSIBILITIES / ESSENTIAL FUNCTIONS:
Serve as the first level of contact and support for employees in partnership with the Supervisor
- Provide training for order entry and client services as applicable
- Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale
- Assist supervisor with staffing plans for optimal efficiency within the department
- Assist supervisor with the preparation of annual performance reviews
- Provide coaching, feedback, and mentoring to employees as needed
- Handle and resolve escalated customer issues
- Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary
- Assist supervisor with creating and implementing a plan for high-quality standards to ensure quality is maintained
- Review 3 times a day Region voicemail for follow-up
- Schedule with other leads during peak season including evenings/weekends when necessary.
- First point of contact for the team when the Supervisor is not in the office
- Other duties as assigned by the Supervisor
- Monitor and review individual and group performance to ensure work is of the highest quality
- Participate in continuous improvement efforts and act as liaison to other areas of the company as appropriate.
Required:
- High School degree or equivalent customer service/order processing experience
- 6 months minimum of Jostens experience
- Schedule Flexibility
- Ability to coach and mentor people as well as maintain confidentiality
- Excellent verbal and written communication skills
- Able to work independently as well as part of a team to achieve goals and meet crucial deadlines
- Strong organizational, planning, and follow-up skills as well as the ability to exercise sound judgment in decision-making
- Detail-oriented, accurate in dealing with data and systems
- PC skills include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes
- Strong interpersonal and communication skills with the ability to coach and mentor performance
- Ability to multi-task in a detail-oriented data and systems-driven environment.