Chervon North America, Inc · 2 months ago
Customer Service Team Lead
Grand Rapids, MI, USA
Full-time
Onsite
Mid, Senior Level
4+ years expChervon North America, Inc. is one of the world’s largest power tool and outdoor power equipment manufacturers. They are seeking a dynamic and results-oriented Customer Service Team Leader to oversee and lead a team of customer service representatives in a fast-paced call center environment, ensuring high-quality customer service and achieving performance goals.
Consumer Goods
Responsibilities
Lead, mentor, and motivate a team of customer service representatives, both onsite and from 3rd party providers, to ensure high performance
Manage multiple customer service queues, ensuring efficient handling of inquiries
Conduct regular team meetings, one-on-one coaching sessions, and performance reviews
Handle escalated customer inquiries and complaints, ensuring timely and professional resolution
Monitor call queues and service levels, ensuring the team meets brand service level agreements (SLAs)
Assist in training programs to enhance customer service skills and knowledge of company products, policies, and procedures
Assist in the creation and management of Standard Operating Procedures (SOPs) for the department
Assist with departmental reporting as needed
Support product returns and other operational processes
Collaborate with cross-functional teams to ensure smooth execution of projects and tasks
Support in Product Liability Incident cases
Order audits
Warranty claims processing
Management of brand website listings
System training for service partner
Qualification
Required
Strong leadership, communication, and interpersonal skills
Ability to analyze data and performance metrics to drive improvement
Excellent problem-solving abilities and conflict-resolution skills
Proficiency in call center software and CRM systems
Ability to work in a fast-paced, dynamic environment
Project management and multi-tasking capabilities
Willing to work extremely close with others as tasks/roles/assignments will often crossover
Willing to take initiative, ask questions and when necessary, solve/resolve problems on their own
Possess a high level of competency as it relates to details and accuracy
Ability to sit for prolonged periods of time
Must have the availability to work the occasional night and weekend hours when necessary
Bachelor's degree or minimum of 4 years of relevant experience
Working knowledge with CRM and Microsoft Office applications
Experience managing high volume call center activity through CTI and CRM statistics
Benefits
Health
Dental
Vision
Short/long-term disability
Life insurance
401(k)
Competitive time off program
Company
Chervon North America, Inc
CHERVON is a leading global provider to the power tool, outdoor power equipment and related industries.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Mike Clancy
CEO
Joe Turoff
Chief Marketing Officer
Company data provided by crunchbase