What are the responsibilities and job description for the Lead Customer Service Specialist position at STORE SUPPLY WAREHOUSE LLC?
Job Details
Description
**5-Time winner of the Top Workplace by the St. Louis Post-Dispatch including 2023 & 2024! **
Our Mission– “We are devoted to delivering complete customer satisfaction by the way of respect, knowledge, and teamwork.”
Store Supply Warehouse, a leading provider of retail store supplies, is seeking a Lead Customer Service Specialist to join our dynamic team at our headquarters in Bridgeton, MO. Our customer service department is a collaborative, goal-oriented call center environment dedicated to providing exceptional service and fostering team growth.
Position Summary:
The Lead Customer Service Specialist plays a key role in enhancing the customer experience and supporting team success. This individual will be responsible for leading initiatives, providing direct support to representatives, and driving improvements in customer service processes.
Key Responsibilities:
- Identify and implement process improvements to enhance customer satisfaction.
- Act as a direct support resource for customer service representatives.
- Handle escalated customer calls and manage recovery efforts effectively.
- Collaborate with the trainer to develop and deliver ongoing training and refresher courses.
- Distribute updates on policies, procedures, and new products or services to the team.
- Ensure adherence to company standards by monitoring performance and quality.
- Maintain and update customer service procedures and reports.
- Assist with scheduling flexibility, including opening, closing, weekend shifts, and overtime when necessary.
- Manage and maintain phone coverage including but not limited to taking inbound customer calls.
Qualifications
Required Skills and Qualifications:
- Strong Communication Skills: Ability to effectively convey information and resolve conflicts.
- Interpersonal Abilities: Foster a collaborative and positive team environment.
- Problem-Solving Skills: Proactively identify and resolve issues efficiently.
- Organizational Expertise: Manage time and tasks effectively in a fast-paced setting.
- Technical Proficiency: Comfortable navigating and utilizing computer systems (e.g., Microsoft Word and Excel).
- Must be able to work Monday – Friday, 10:30am – 7:00pm with rotating Saturdays (1-2 per month, 8am – 2pm)
Benefits:
- Pay Rate: $21.00 hourly DOE
- Opportunity for growth
- Merit increases
- Medical/Vision/Dental benefits options for you and your family. Eligibility 1st of the month following 60 days.
- 401k Retirement Plan and more
Salary : $21
