Delivery Service Team Lead - Stuart, United States - NuCO2
Description
** Delivery Service Team Lead**
**Job Category****:** Customer Service **Requisition Number****:** DELIV01176 Showing 1 location **Job Details**
**Description**
**OVERVIEW**
Assist Management team in developing and nurturing the growth of Customer Care and Dispatch representatives. The Team Lead will help build NuCO2s customer experience by inspiring and mentoring our team to provide WOW service with each customer engagement.
**ESSENTIAL DUTIES AND RESPONSIBILITIES:**
Supports Supervisors of Delivery & Customer Care
Subject matter expert in Customer Care and Dispatch
Assist as needed in Customer Care and Dispatch to close coverage gaps
Drive success creating a customer focus while meeting/exceeding individual/team objectives
Demonstrates strength in written and verbal communications
Mentors Customer Care and Dispatch representatives on a variety of topics, including but not limited to:
+ Refining verbal and written communication skills
+ Improving thoroughness of troubleshooting and critical thinking skills
+ Improving accuracy and proficiency in case creation and case follow up
+ Building strong problem-solving skills and taking ownership of customer satisfaction
+ Making sound decisions which balance the customers needs with the business needs
Assists with customer escalations
Resolution of Service Complaint cases
**QUALIFICATIONS:**
Demonstrates strength in written and verbal communications
Organized and detail-oriented; able to manage time effectively
Ability to accurately prioritize, multi-task, and respond graciously to unexpected interruptions
Thrives in a fast paced, teamwork-oriented environment
Pleasant over the telephone and has impeccable manners and etiquette
Proficient in Outlook, Excel & Word
Ability to type a minimum of 50 wpm
Must be able to work at least 1 weekend day per week
Required to work some Company holidays
Must be flexible to work overtime if required
**EDUCATION AND TRAINING:**
High School diploma and/or related business experience
**EXPERIENCE:**
2-3 years experience in a Call Center and Dispatch environment
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)