Team Lead - Dispatch Service

We are seeking a highly motivated and experienced individual to join our Customer Service team as a Team Leader for our dispatch service division. This role involves supervising and leading a team of customer service representatives to ensure the delivery of exceptional customer service and operational excellence.

Key Responsibilities:

• Monitors daily workflow and ensures that correct procedures are followed
• Develop and implement strategies to improve team performance, efficiency, and effectiveness
• Monitor and evaluate team performance metrics, such as call quality, satisfaction scores, and response times
• Provide regular feedback and coaching to team members
• Main point of contact to handle escalated customer inquiries and complaints in a professional and timely manner, ensuring resolution and customer satisfaction
• Conduct regular stand-up calls and meetings to communicate updates, share best practices, and address any issues or concerns
• Identifies system and team improvements to enhance efficiency
• Coaches and guides team members to achieve performance goals and maintain high levels of customer satisfaction
• Cross department collaboration to identify opportunities for process improvements and customer experience enhancements
• Create, update, and maintain documentation of standard operating procedures
• Assist in recruiting, training, and onboarding new team members
• Must be able to back up team members on the phones, through case management and other duties while keeping a positive, supportive attitude towards the Company, job, customers, and co-workers
• May assist manager with scheduling
• Supports team manager and performs management duties when manager is absent or out of office
• Maintain high customer service standards
• Handle customer inquiries both over the phone, email, chat, and case management
• Respond to all inquiries, issues, and complaints in a timely manner
• Manage high inbound and outbound call volumes in a timely manner
• Receive and process domestic and export orders from customers and distributors
• Distribute literature on company products as requested
• Advise customers of order status or dispatch equipment repair work orders
• Dispatch service technicians to repair equipment as needed
• Process shortages, damages, or product service needs and advise customers of the action necessary
• Provide quotes as needed
• Invoice and process payments including credits and debits as required
• Consistently meet or exceed company expectations for productivity and accuracy level
• Other duties as assigned
  
  

Qualifications

• High school diploma or GED equivalent required; relevant college courses and/or degree preferred
• Minimum 2 years customer service; 3-5 years preferred
• 1-3 years of supervisor experience in a customer service environment, preferred
• Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals
• Solid understanding of customer service principles, practices, and techniques
• Proficiency in using customer service software and contact center technology
• Outstanding customer service and people skills
• Demonstrated excellent oral and written communication skills
• Exceptional organization and time management skills, ability to effectively prioritize work and handle multiple projects
• Experience navigating multiple computer screens and programs while interacting with customers
• High level of integrity and professionalism
• Proficient PC skills; experience with Window-based computer applications
• Excellent analytical skills
• Team oriented
  
  

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.

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