Lead Customer Service Rep
HD Supply
full-time
Posted on:
Location Type: Office
Location: Waukegan • California • Colorado • United States
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Salary
💰 $24 - $29 per hour
Job Level
About the role
- Responsible for administering and providing oversight for a wide variety of Customer Care functions.
- Provide mentoring and direction for a team of customer care associates responding to inquiries regarding product selection, services and issues.
- Coordinates daily work assignments with Customer Care Associates by reviewing the phone queue and work schedules.
- Problem solves and troubleshoots processes for escalated issues.
- Supports and leads the team by facilitating knowledge and participation in department incentive and initiative program(s).
- Resolves escalated issues by offering options and coordinating efforts with various departments to develop solutions.
- Insures all proper procedures are followed through by staff.
- Provides guidance and direction to associates in the interpretation and administration of customer care policies and procedures.
- Utilizes computerized system for tracking, information gathering, and/or troubleshooting.
- Audits and provides quality control on services levels, inputs, and error rates.
- Provides back up on all functions and performs other duties as needed.
Requirements
- Technical certification or associate degree may be required in some areas
- Generally 7+ years of experience in area of responsibility
- Proficiency with Microsoft Outlook/Word/Excel
- Must be able to pass a background/drug test
- High-Volume Call-Center Experience preferred
Benefits
- Medical, Dental, Vision, Life, 401k, Vacation, Sick Time
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer care administrationproblem solvingtroubleshootingquality controlprocess auditingmentoringteam leadershipwork assignment coordinationinformation gathering
Soft Skills
communicationdirectionguidancecollaborationparticipation facilitation
Certifications
technical certificationassociate degree