Pencor Construction

Customer Experience Team Lead

Pencor Construction

full-time

Posted on:

Location Type: Hybrid

Location: Lehighton • Pennsylvania • United States

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Job Level

Senior

About the role

  • Assist in supporting our customer care teams through multiple channels
  • Be knowledgeable in our processes and services paired with a high degree of focus on customer experience
  • Assist in supporting teams’ questions and advocate when implementing policies and procedures
  • Assist in team efforts for continuous improvement and work on reports and documentation
  • Create a positive and empowering team culture
  • Answer standard customer interactions during high call volume situations
  • Collaborate with peer leads and participate in feedback sessions on designated projects

Requirements

  • High School Diploma or G.E.D
  • Minimum of 1-year Telecommunications and/or Customer Service Experience
  • Established residency in Pennsylvania
  • Valid PA Driver’s License and good driving record
  • Working knowledge of iGlass, Five9, and CSR Controls
  • Working knowledge of BRC powered apps, equipment and services
  • Proficiency with Microsoft Office Suite, Adobe and PowerPoint
  • Proficiency using ICOMS/GUI /SLICC
  • Comfortable using Slack Channel preferred
  • Strong Order Entry Skills
  • Strong Coaching and Development Skills
  • Strong Sales & Retention Skills
  • Strong Communications Skills – Oral and Written
  • Strong Customer Service and Phone Soft Skills
  • Strong Problem Solving and Troubleshooting skills
  • Strong Time Management Skills
  • Strong Organizational Skills
  • Ability to work independently paired with good communication with peers and superiors
  • Ability to display strong teamwork
  • Ability to excel in a fast-paced environment
  • Ability to adapt to change and the changing needs of the company and departments
  • Ability to consistently portray a neat and professional appearance
  • Ability to represent a cooperative, professional and positive attitude towards customers, team members, peers and superiors
  • Ability to perform duties while adhering to company policies and procedures
  • Ability to create solutions and implement changes.
  • Ability to display innovation/creativity
  • Ability to work overtime when necessary
Benefits
  • Health insurance package to full-time employees
  • Paid time off
  • Tuition reimbursement
  • Employee referral program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Telecommunications experienceCustomer service experienceOrder entry skillsCoaching skillsSales skillsRetention skillsProblem solving skillsTroubleshooting skillsTime management skillsOrganizational skills
Soft Skills
Communication skillsTeamworkAdaptabilityInnovationCreativityIndependencePositive attitudeEmpowermentContinuous improvementCustomer experience focus
Certifications
High School DiplomaG.E.DValid PA Driver’s License