Customer Service Team Lead

GENERAL SUMMARY OF POSITION:

The Customer Care Team Lead role is crucial in enhancing customer experience for both internal and external stakeholders, acting as a liaison between support teams and aligning with company objectives. Key duties include managing customer care workflows, coaching representatives, ensuring prompt handling of inquiries and orders, overseeing order assignments, and maintaining high communication standards and backfilling all positions. Responsible for leading efforts on customer fine tracking, research and disputes and special projects as assigned by the Associate Director Customer Care. Additional responsibilities involve monitoring phone levels, reporting on customer care metrics such as CSAT ratings, and advising management on performance trends below 92%. The role also includes conducting Root Cause Analysis of KPIs, implementing corrective actions, addressing product quality issues, and managing key accounts.

DIRECT REPORTS: None

CORE & ESSENTIAL FUNCTIONS:

• Track, research, dispute fines that are charged by Icon customers and lead efforts back with customers for those that are being contested.

• Backfill Customer Care positions as necessary.

• Lead special projects as assigned.

• Monitor customer care interactions for quality assurance.

• Maintain weekly communication with Customer Care management, monitor customer satisfaction levels and develop initiatives to improve it.

• Conduct monthly Root Cause Analysis (RCA) of customer care KPIs and report findings.

• Monitor day-to-day operation of the Customer Care Team including management of work assignments, monitor response times and rebalancing workloads, phone service levels (Shadow Agent-/Ring Central). Adjust work schedules due to staffing shortages.

• Implement and oversee the Correction Action Program with warehouse managers and report to management.

• Regularly update management and the team on any changes phone and order service levels

• Act as point of contact for shortages, damages over $300 value

• Product quality communication and review

• Monitor returns and credits logged as customer care errors for monthly assessments

• Ensure and monitor quick response to incoming customer base order status and product knowledge requests.

• Manage Assignment through GrooveHQ daily including following up and monitoring first call resolution, and response time.

QUALIFICATIONS, KNOWLEDGE, AND SKILL REQUIREMENTS:

Must possess customer service experience. Possession of a high school diploma with 3-4 years proven experience in a lead/supervisor role. A post-secondary degree is preferred. Demonstrated aptitude for problem-solving; ability to determine solutions for customers. Must be results-orientated and able to work both independently and within a team environment. Must possess excellent verbal and written communication skills. Must display a professional image in all settings. Proficiency in using Microsoft Office Suite applications required. Customer service experience in a manufacturing environment and with an independent sales team is preferred. Inside sales experience is valued. SAP, Great Plains, Infor, Salesforce, or other CRM system experience preferred.

EQUAL OPPORTUNITY EMPLOYER

Icon Protection, Inc. as represented by Garland Surface Protection, Inc, Surface Shields, Inc, Ram Board, Inc., and Trimaco, Inc. are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin ancestry, military status, veteran status, marital status, gender identity or expression, transgender status, citizenship, sexual orientation, age (40 and older), disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated), protected veteran status, age, or any other protected characteristic under federal, state or local law.