Customer Service- Lead Support I

Description

• Coordinate with Business units when working with direct reports or teams: Administrative / Reporting Duties: � Respond to inquiries/correspondence from internal/external customers. Quality / Productivity Assurance: �
• Communicate quality information required for all customer service to ensure first contact resolution. �
• Identify and appropriately communicate/assist in the resolution of product quality and service issues. �
• Communicate opportunities to management with recommendations or solutions. �
• Assist Supervisor with Performance Management processes. Coach / Mentor Associates: �
• Ability to facilitate/lead teams in order to reach a positive outcome. �
• Communicate individual performance feedback to associate and supervisor to ensure goals are achieved. �
• Assist associates with order entry/processing questions. � Identifies and schedules training needs to aid associate in meeting job expectations and to further associate growth and development. � Mentor associates to encourage process improvement. Leadership: �
• Demonstrated ability to lead associates servicing all customer service. . Leads/Supervisor, and completion of special projects/teaming as assigned.

Requirements

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• Excellent problem solving skills .
• Excellent communication skills (written, oral, listening, approachable) .
• Excellent conflict resolution skills .
• Ability to multi-task - organizes and prioritizes appropriately . Willing to learn a variety of Business units (Retail, Designer Sales) . Basic product knowledge . Proficient navigation and understanding of current computer applications, i.e., systems, order management and data bases .
• Excellent analytical skills .
• Ability to Coach/Mentor direct reports . Good decision making and judgment . Must be capable of dealing with ambiguity .
• Deliver effective presentations to individuals, small groups, peers and direct reports Schedule Varied hours Flexible schedule to include nights and Saturdays rotation.
• Work from Williamsport and Montgomery Buildings.