What are the responsibilities and job description for the Call Center Customer Service Lead position at JSG (Johnson Service Group, Inc.)?
JSG is hiring a Customer Service Lead (Management Trainee)- Automotive Recent Grads are welcome to apply with our client in Azusa, CA.
Pay rate: $20-$25 DOE
Job Responsibilities
JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
Pay rate: $20-$25 DOE
Job Responsibilities
- MUST BE ABLE TO TYPE 60 WPM
- Learn all customer service, branch manager, and company related tasks and responsibilities.
- Understand the full scope of the business.
- Assist with daily operations.
- Find ways to improve productivity by providing effective methods in business operations.
- Assist in supervising customer service personnel, warehouse staff, as well as delivery drivers.
- Learn and assist with conducting proper monthly, semi-annual, or yearly evaluations for team members when appropriate and promote teamwork, positive morale, and high efficiency within the staff.
- Track and review monthly customer satisfaction scores and find corrective action or seek ways for improvement.
- Ensure all staff follows company procedures per training manuals and company requirements. Initiate any disciplinary action when necessary.
- Ensure drivers are following vehicle maintenance requirements and schedules.
- Track and chart monthly ISO Quality Objectives and seek corrective or preventive action when appropriate.
- Help answer customer calls and ensure company meets quality objective of 5% or lower call center abandonment rate daily.
- Help review open orders, open returns, open delivery notes and other reports daily to ensure all operational requirements are fulfilled.
- Assist the Operations Manager on creating and developing yearly competency forms to staff and ensure training is completed per scheduled date. Monitor training and conduct training competency tests to ensure training is retained and properly executed.
- Assist the Operations Manager with preparing daily/monthly sales reports for upper management and also address ideas or concerns during monthly staff meetings.
- Assist the Operations Manager with training new hires for the team.
- Assist with closing the register and or daily accounting logs.
- Assist with routing drivers, checking in drivers, scanning out drivers, and monitoring and supervising driver productivity
- Assist the Operations Manager with developing and executing strategies and new methods to increase sales and operation efficiency between all branches.
- Resolve and troubleshoot escalated customer service issues.
JSG offers medical, dental, vision, life insurance options, short-term disability, 401(k), weekly pay, and more. Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
Salary : $20 - $25