Job Posting for Customer Support Lead at Firestone Direct
JOB DESCRIPTION
The Customer Support Lead reports directly to the Customer & Field Support Manager and is responsible for assisting in creating and leading a team that is maniacal about customer service. The Customer Support Lead is responsible for the development, implementation, enhancement and support of call center systems, technologies, and strategies. Oversees the daily operations of all Customer Support Specialists; ensures activities run smoothly and efficiently; promotes the image of Firestone Direct in a professional and positive manner; provides supervision, guidance, coaching, recognition, motivation, and training to TEAM.
RESPONSIBILITIES
RESPONSIBILITIES
Assist in training team members, executing strategy and monitoring progress towards goals
Evaluate team results and provide feedback for growth and improvement to Customer and Field Support Manager
Coach and develop teammates through challenging customer service issues
Evaluate team effectiveness and performance daily
Developing presentations and leading team meetings
Collaborate with Customer & Field Support Manager to establish monthly, quarterly and call center goals and action plans.
Prepare work schedules to ensure sufficient coverage
Analyze call center data and prepare reports for Customer & Field Support Manager
Suggest and assist in organizing team building activities and continued training
Creating a healthy and motivating work environment and atmosphere
Decision making is guided by the strategic objectives of Firestone Direct
Other duties as assigned
REQUIREMENTS
Associates Degree and 2 years of relevant work experience.
Must have excellent problem-solving skills
Detail oriented and organized
Proficient with excel, word, and Microsoft office
Organizational and time-management skills
Strong communication skills, both verbal and written
PREFERRED:
MS Dynamics knowledge and experience is a plus
2-3 years' customer support experience in a call center or like environment
3 years' experience leading a team
2-3 years of sales coaching experience, preferably in the automotive industry
QUALIFICATIONS
Typically requires a bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience
EMPLOYEE TYPE
Regular : Full time
Freelance Side Jobs - Customer Service Representative
Salary.com Estimation for Customer Support Lead in Collierville, TN
$76,208 to $98,858
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