What are the responsibilities and job description for the Customer Support Team Lead, Call Center position at ASEA?
ASSOCIATE SUPPORT TEAM LEAD
ASEA is looking for a talented and enthusiastic Associate Support Team Lead to join our team. ASEA, a global leader in cellular health, is dedicated to providing a sustainable lifestyle by delivering high-quality health products through a direct-selling distribution model. ASEA offers first-to-market products that affect health at the genetic level. We're regularly included on Utah's Best Places to Work and have a tight knit team that work hard and play hard. Perks include working in a brand new, very cool, office space (complete with ping pong table and soda fountain) coupled with great opportunities for personal and professional growth.
SUMMARY:
The Associate Support Team Lead organizes and executes the daily activities in the call center. The position will focus on building a world class support center by coaching, training, and guiding representatives in executing their tasks.
RESPONSIBILITIES:
- Act as an information source by answering questions, assigning tasks, and provide follow up and instruction.
- Manage schedules to control adequate staffing levels.
- Answer phone and email inquiries and resolve concerns by clarifying root problems, researching answers, providing information, and exploring alternative solutions.
- Provide customers with product and service information.
- Follow up to customer calls and handle escalated unresolved problems where necessary.
- With the manager, help develop and apply a support knowledge base and ensure compliance to organizational processes and policies.
- Provide initial performance evaluations.
- Manage by walking around. Be visible to answer questions.
- Motivate and encourage agents through positive communication and feedback.
- Work closely with Associate Support Coach, develop performance goals, ensure that these goals are communicated and current
- Measure performance with KPIs such as ACW, hold time, refuse calls, etc.
- Ensure a friendly and motivating work environment
- Keep management informed about recurring issues or problems
- Take Associate Support calls 1 - 2 hours / week
- Schedule: Monday-Thursday 9-5; Fridays 2-10
QUALIFICATIONS:
- High school diploma or equivalent.
- 2 years' experience in customer service in a call center.
- Experience with Direct Sales, MLM, or Network Marketing industry strongly preferred.
- Strong communication and organizational skills.
- Able to work independently and be an adapt problem solver.
- Experience working under pressure, making strong decisions, and calming down escalated situations.
- Ability to lead, coach, teach and inspire others.
- Friendly, flexible, dependable, and professional.
- Great attention to detail and ability to multitask.
- Computer literate in Microsoft Office, internet, and CRMs.
- Proven track record in coaching and motivating others.
If you'd like to be part of a great team, are ready to take on a challenge and make a difference within our company, apply today. We offer a competitive wage and excellent benefits package including 401(k), medical, dental, vision, life, disability, supplemental insurance, paid time off, and free company products
Salary : $20 - $22
