Customer Service Team Lead

Sears is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. We are proud of our diverse, high-performance team work environment and we strive for continuous improvement through keen focus on growth, effectiveness and a sense of urgency. Individuals who are driven to earn our customers' trust and business every day, who act with integrity, who treat everyone fairly and value diversity, and who are accountable for their actions are welcome to show interest in becoming a member of our winning team.

Develop and maintain a highly motivated work force focused on customer satisfaction. Daily execution of all office related functions, (i.e. administrative, clerical, personnel, and customer service).

Qualifications

Coach and train support specialists

Participate in the hiring and on-boarding of new support specialists

Create and maintain schedules for support specialists

Assure proper phone coverage is ongoing in customer relations and take incoming calls as necessary

Assist/prepare weekly hourly support staff schedules

Work with customer service representatives on escalated customer issues, including CCN, NCR's and Better Business Bureau complaints

Work to create open communication between district support manager, routing, technical managers and technicians to resolve customer issues quickly

Regularly phone monitor customer service representatives for quality assurance

Conduct customer service representative phone skills training and other support function training as required

Assure adherence to all ISO policies and procedures

Oversee the execution/resolution of insurance claims for property damage and product liability

Delegate assigned tasks to members of support staff and follow up, where necessary, to assure completion of tasks

Coach and develop support specialists on necessary training for phones and other miscellaneous tasks

Regularly communicate and prepare feedback to the district support manager on the performance of support specialists

Assist with input on support specialists' performance reviews (annual and mid-year)

Designated key carrier for opening and closing the facility as needed

Adhere to all company policies and procedures

Perform other miscellaneous duties as assigned



Sears is an Equal Opportunity/Affirmative Action Employer.