Customer Service Team Lead

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Job Description

Position Overview

The Customer Service Team Lead supports the customer service activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. The Customer Service Team Lead will work to help organization and deliver outstanding customer support and develop customer relationships.

Key Responsibilities

Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable mannerProvides continual evaluation of processes and procedures and makes suggestions to improve area operations, efficiency and service to both internal and external customersProvides statistical and performance feedback and coaching on a regular basis to each team memberLeads a team of customer support representatives and acts as a working member of the teamDirects workflow and monitors workload to ensure client inquiries are addressed promptlyCreates and maintains a high-quality work environment so team members are motivated to perform at their highest levelAssists the manager with daily operation of development, analyses and implementation of staffing, and training

What is expected of you and others at this level

Has developed specialized skills or is multi-skilled through job related training or considerable experienceCompletes work with limited degree of supervisionLikely to act as an informal resource for colleagues with less experienceIdentifies key issues and patterns from partial/conflicting dataTakes a broad perspective to problems and spots new, less obvious solutions

Minimum Qualifications & Skills

High School Diploma or GED equivalent required, Associate’s Degree preferred5+ years’ relevant experience required

Physical Requirements and Working Environment

Must be able to stand/sit for an extended period of time

This job description is intended to describe the general nature and level of work performed. It does not include all responsibilities and skills required of the job and may be changed at any time. All responsibilities must be completed in compliance with all safety protocols, policies, procedures and consistent with the spirit and philosophy of The Andersons’ Statement of Principles.

Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer. The Andersons, Inc. is a Drug-Free Workplace. The Andersons, Inc. is an EO employer – M/F/Veteran/Disability/Gender Identity/Sexual Orientation.

Note: The Andersons, Inc. conducts drug, alcohol and/or medical testing of applicants and employees based on type of position. A copy of our testing policy is available by contacting the HR Department at talentacquisition@andersonsinc.com.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

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