Lead, Customer Service III

Company: Sears Roebuck and Co. ( Learn More )

General Information

Location:	US-GA-Augusta
Base Pay:	N/A
Req'd Education:	None
Employee Type:	Full-Time
Req'd Experience:	Not Specified
Req'd Travel:	Not Specified
Manages Others:	False
Relocation Covered:	False

Job Description This position coordinates the work processes of team’s associates. This position is the key contact for the team. The Lead Representative III manages the prioritization process for dashboards, measurements, work requests and associate scheduling. The incumbent would assist in the coaching/training of associates as it relates to the execution of the team’s processes and customer service issues. The incumbent would also handle escalated customer service issues. This position would be responsible for reconciling customer’s invoicing and credit issues. The incumbent must have the ability to work under pressure, and the handling of a variety of people while maintaining composure and positive presentation. The position will require some travel. The incumbent must have the ability to make sales presentation to perspective customers.

Job RequirementsProvides daily one-on-one coaching for associates on customer service issues related to the team's processes and procedures, system navigational issues, and policy and procedure adherenceIdentifies training issues and assists with training as identified through daily interaction by both themselves and managementEnsures associate adherence to process stepsServes as a point of contact for escalated issuesAssists associates with resolving customer invoicing and credit issuesOversees measurement data input, and provides associates with measurement feedbackMaintains team's queries and reports, and ensures reports are worked timely and accurately by team associatesCoordinates associate scheduling, and manages the workflow of the clerical associatesUtilizes all available training skills and knowledge to motivate team to successEnsures order processing occurs in a timely manner in order to meet customer's requested deliveryProvides an excellent example to others in terms of responsibility and professionalismDeals courteously and professionally with customers and Account Managers, Appliance Select Consultants, and fellow associatesUtilizes appropriate empowerment and acquired skills to minimize expensePerforms other duties as assigned

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