Customer Service Lead jobs in Baltimore, MD

Who are we?

Jacks Small Engines is the e-commerce leader in small engine parts with more than 3 million parts, 400 vendors, and a best-in-class online parts shopping experience. Jacks has a robust online Parts Look-Up platform that allows customers to quickly and easily find what they need, and operates a company-owned warehouse space to fulfill orders through its websites including jackssmallengines.com, snowblowersatjacks.com and mowersatjacks.com.

Why choose Jacks Small Engines?

• Competitive pay: $21.50/hr

• Weekly pay (every Friday).

• Medical, dental, vision, 401K benefits eligibility after 30 days of employment.

• Vacation time accrues immediately.

• Opportunity for internal growth and employee advancement

• Check out us out here: About Us - Jacks Small Engines

Job Summary

We have an immediate opening for a Customer Service Team Lead in our call center in Forest Hill, MD. This individual will be responsible for providing work direction to the customer service department while working hands-on, ensuring consistent and efficient handling of customer inquiries to resolve issues. Additionally, this individual will be responsible for overseeing the daily workflow, while coaching and developing your fellow customer service representatives, while also interacting internally across the business to ensure excellent customer support.

Responsibilities and Duties

• Participates with Customer Service Manager and other supervisors, as appropriate, in establishing meaningful goals and policy guidelines concerning business operations.

• Performs all essential customer service tasks as needed to ensure customer service goals are met, including but not limited to calls, emails, chats, order entry and related.

• Provides work direction and guidance to customer service representatives to ensure we can assist our customers with all inquiries, concerns, etc.

• Trains new team members on company policies, procedures, and customer service standards.

• Monitors and evaluates the performance of team members, providing feedback and coaching as needed.

• Monitors work performed to ensure quality, accuracy and productivity goals are met on a continuous basis. Ensures adherence to Standard Operating Procedures.

• Supports customer escalations and complaints in service operations, collaborates with other departments as needed.

• Be the voice of the customer to share feedback and suggest creative solutions to improve customer satisfaction.

• Stays up to date on product knowledge and industry trends to better assist customers and support team members.

• Keeps fellow employees informed of significant developments and changes and fulfills any other responsibilities necessary to ensure that open and direct lines of communication are established and maintained with all customer service representatives.

• Keeps supervisor informed of important developments, potential problems, and related information necessary for effective management. 

• Performs related work as apparent or assigned.

Qualifications and Skills

• High School education or equivalent.

• At least 2 years of customer service and/or sales experience in a call center environment.

• Demonstrated ability to use discretion and make sound judgment calls, within the scope of responsibility and established guidelines.

• Professional, positive, and friendly demeanor that demonstrates empathy and patience.

• Strong written and verbal communication skills that convey a friendly and helpful tone.

• Proficient in Personal Computer (PC) applications and operation.

• Bi-lingual (Spanish) a plus.

• Ability to contribute and promote the company’s core values and team effort by accomplishing related results as needed.

• Demonstrates Northern Tool Equipment’s 12 Core Competencies

Work Setting: In-person