What are the responsibilities and job description for the Lead Customer Service Representative position at Country Visions Cooperative?
Country Visions Cooperative is looking to fill a full-time Customer Service Team Lead at our Brillion location.
Country Visions Cooperative is an agriculture based cooperative dedicated to service and building long-term relationships from generation to generation. We are proud to trace our roots back to 1923. The agronomy division provides products, services and knowledge for farmers to successfully grow crops in their fields. Come work with excellent team members in a successful and growing organization.
A Customer Service Lead is responsible for overseeing a team of CSR’s, managing day-to-day operations, ensuring high quality customer service interactions, monitoring team performance, identifying areas of improvement, and acting as a mentor to the CSR Team.
COMPANY BENEFITS
- First shift hours
- Flexible scheduling
- Excellent work-life balance
- Competitive pay, depending on experience and qualifications
- Paid time off
- Annual profit sharing
- Paid holidays and additional annual floating holidays
- 401K with a company match well above the market average
- Medical insurance – 70% of premiums covered by Country Visions Cooperative
- Optional Health Savings Account with a large company match
- Dental and vision insurance
- Flexible Spending Account
- 100% Company paid Life Insurance, Short-Term Disability, and Long-Term Disability
- Employee Assistance Program
- Health and Wellness Program
- Premium Pay for On-Call hours
JOB RESPONSIBILITIES
- High School diploma required, 5 years management experience preferred
- Have a strong focus on quality of customer service, constantly striving to improve
- Proven track record of managing a diverse team
- Developing their expertise to enhance service and build customer relationships
- Liaising throughout the business to proactively manage the impact your team has on company targets and service delivery
- Working closely with Operations Coordinator
- Participates in projects and other assignments as required
- Team Management
- Assign tasks and manage team schedules to ensure adequate coverage across all communication channels
- Coach and develop team members to improve their customer service skills
- Conduct performance reviews and provide feedback to team members
- Training and Development
- Deliver new hire training on company policies, products, and customer service procedures
- Provide ongoing training to keep team updated on services and system changes
- Customer Interaction
- Handle escalated customer issues that CSR’s cannot resolve
- Ensure customer concerns are addresses promptly and satisfactorily
- Act as point of contact for complex customer inquiries
- Process Improvement
- Identify opportunities to streamline customer service processes and improve efficiency
- Suggest changes to policies and procedures based on customer feedback
QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS
- Excellent communication, organizational, and interpersonal skills
- Strong leadership and coaching abilities
- Problem-solving and decision-making skills
Come join the Brillion team at Country Visions Cooperative! We look forward to hearing from you!
