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Customer Service Lead

Reno, NV · Customer Service

Job Title – Customer Service Lead
Location – Reno, NV
Onsite, Full Time, Temp to Hire
Salary – DOE

Job Summary of the Customer Service Lead
The Customer Service Lead works to ensure a positive experience for the customer by coaching and leading other employees. They assist with the execution of daily operations by overseeing staff training, team building exercises and performance reviews.

Responsibilities of the Customer Service Lead
Resolves concerns while adhering to the company policy and standards of behavior.
Provides quality customer service as point of escalation, including interacting with customer concerns in reference to products, answering customer inquiries, and effectively handling customer complaints.
Approves/denies Return Goods Authorizations, Credits and Debits.
Answers team member questions and oversees team member work for quality and compliance.

Ensures compliance with company policies as well as with customers’ requirements, including involvement in internal and external audits.
Assists with the setup of new accounts as well as modifications of existing accounts.
Monitors and manages general e-mail accounts as needed.
Account Management including, but not limited to processing orders, responding to customers’ inquiries, resolving issues pertaining to the account, and reviewing the company’s performance.

EDI transactions.
Assists with the development, testing, implementation and review of new systems or systems modifications when assigned.
Monitors Up-sales and develops strategies to meet and exceed targets as needed.
Creating SOP’s and keeping them current for training purposes.
Responsible for staying current on system and process changes with-in retailer/customer by reviewing customer’s compliance requirements, seeking out and attending workshops, training and webinars as needed.
Delegates/Assigns duties to the employee and explaining how those duties are to be done (i.e., what level of performance will meet the expectations)
Empowers team members with skills to improve their confidence, product knowledge, communication skills and provides constructive feedback, trains new employees.
Develops and implements a plan and timeline to achieve goals/targets.

Motivates the team to achieve organizational goals.

Requirements of the Customer Service Lead
High School Diploma/GED required, or Relevant College Degree preferred.
2+ years of customer service experience, preferably in a fast-paced call center environment.
2+ years of leadership experience preferred. Microsoft Office experience (i.e., Excel, PowerPoint, Word, etc.)
Experience with CRM systems, B2B, E-Commerce, call center management and monitoring software, call recording and screen capturing software a plus.
Experience operating in an EDI environment a plus.
Experience with Vendor Central and HD link is a plus.
Updated resume is required for consideration.

Only Local candidates will be considered - Position does not offer relocation or visa sponsorship.



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