Position SummaryThe Lead Customer Service Representative is responsible for assisting the supervisor on the Support team with improving Representative and team performance, providing support to Representatives during new hire training, handling escalated phone calls, reship requests, and supporting the Customer Care Representatives. This position will be in office (Ankeny or Fleur) and will work **9:00am-6:00pm** .Position Responsibilities may include, but not limited to

Assist supervisor with identifying individual and team performance trends

Provide performance coaching in partnership with supervisor

Pull and review calls to aid in issue resolution and coaching opportunities

Provide follow up training to individuals and teams as needed

Answer any questions/concerns from Customer Care or Intake regarding client accounts or internal practices/processes

Provide Representatives guidance to de-escalate clients and handle the calls directly as needed

Provide support for new hire training as scheduled

Work email inboxes for client emails, phone rep emails and intake emails

Participate in Monthly Survey Calls

Work assigned tasks in CRM

Approve working Reships as needed

Required Skills and Experience

High School Degree or equivalent education and experience

In-depth knowledge of Mom's Meals Customer Care policies and procedures

Advanced computer skills - Microsoft Office Suite, with focus on Word, Excel, Outlook, and PowerPoint

Excellent verbal, telephone, and written communication skills

Effective decision making ability regarding day-to-day issues

Ability to handle sensitive situations with discretion

Consistently demonstrate Mom's Meals Core Values

Professional, positive, and enthusiastic attitude

Strong attention to detail and outstanding judgment

Excellent listening and feedback skills

Ability to work well in a team environment

Strong analytical skills

Exceptional problem-solving and decision making skills

Above average dependability and attendance

Ability to handle sensitive situations with discretion

Self-motivated and task oriented

Preferred Skills and Experience

Six months of experience in Mom's Meals Customer Care

Physical Requirements

Repetitive motions that include the wrists, hands and/or fingers

Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods

Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus

**Company Overview**

Mom's Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.

**EEO**

Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.