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    Customer Service Lead - Provo, United States - Progress Mfg. Inc.

    Progress Mfg. Inc.
    Progress Mfg. Inc. Provo, United States

    3 weeks ago

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    Description

    **Customer Service Lead**

    Customer Service Provo, Utah Department **Customer Service** Compensation **$45,000 - $52,000 DOE** Apply today Our lead customer service representative is responsible for managing Progress Mfg. customer service staff. To assist in daily operations and help with customer issues. Lead customer service representatives manage high-level customer complaints and provide immediate resolution and disputes. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service representative handles escalation and evaluates team member's performance. A lead customer service representative must have excellent communication and leadership skills to supervise the team and support the business' improvement plans. ESSENTIAL DUTIES AND RESPONSIBILITIES Supervisor Customer service team Ensure all Customer service representatives are fully trained Support the Customer service team. With income calls and E-mails when needed. Ensure that the Customer Service Verbiage is accurate and correct. Complete weekly IP meeting with each customer service Rep. Make sure Key measurement for customer service team are met and completed. Complete monthly customer service reports Complete monthly HR reports for the customer service team. Weekly IP Meeting with ATO/Customer Experience Manager Help drive sales through the Customer service team

    DEFINITION

    Reply to Social Media Questions (Facebook, YouTube, etc.)

    Keep a 98% or higher customer satisfaction rating.

    Review Monthly Customer survey. And follow up when needed.

    Attend meetings as needed. (Supervisor Training Monthly Company Meeting etc.)

    Provide Feedback on product to help improve them

    Ensure walk in Customer are taken care of.

    Keep Store inventory accurate and full.

    Help with Special/Service projects when necessary

    JOB QUALIFICATIONS

    Education: Bachelors Degree preferred

    Experience: Prior experience in sales and customer management preferred. Prior RV experience and experience in a manufacturing company preferred. Automated accounting and contact management systems expertise.

    Skills: Practical and theoretical knowledge of sales and marketing. Listening, speaking, and other communication skills required. Position requires being honest, professional, and teachable at all times. Employee should be punctual and dependable. Thorough understanding of product. Ability to communicate clearly both orally and in writing. Demonstrate expertise in the following software applications: Excel, Teams, Outlook, Acumatica, Sales Force, and others.

    Location Provo, Utah Department Customer Service Compensation $45,000 - $52,000 DOE

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