Job Information
Chervon North America Customer Service Team Lead in Grand Rapids, Michigan
Chervon is one of the world’s largest power tool and outdoor power equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and electronic equipment and outdoor power equipment. With world-class R&D, design, manufacturing, supply chain, marketing, sales, and service teams throughout the world, we do it all.
Job Summary:
Seeking a dynamic and results-oriented Customer Service Team Leader to oversee and lead a team of customer service representatives in a fast-paced call center environment. The ideal candidate will be responsible for managing day-to-day operations, ensuring high-quality customer service, achieving performance goals, and providing support, training, and coaching to customer service representatives.
Duties/Responsibilities:
Lead, mentor, and motivate a team of customer service representatives, both onsite and from 3rd party providers, to ensure high performance.
Manage multiple customer service queues, ensuring efficient handling of inquiries
Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
Handle escalated customer inquiries and complaints, ensuring timely and professional resolution.
Monitor call queues and service levels, ensuring the team meets brand service level agreements (SLAs).
Assist in training programs to enhance customer service skills and knowledge of company products, policies, and procedures.
Assist in the creation and management of Standard Operating Procedures (SOPs) for the department.
Assist with departmental reporting as needed
Support product returns and other operational processes.
Collaborate with cross-functional teams to ensure smooth execution of projects and tasks.
Required Skills/Abilities:
Strong leadership, communication, and interpersonal skills.
Ability to analyze data and performance metrics to drive improvement.
Excellent problem-solving abilities and conflict-resolution skills.
Proficiency in call center software and CRM systems.
Ability to work in a fast-paced, dynamic environment.
Project management and multi-tasking capabilities.
Willing to work extremely close with others as tasks/roles/assignments will often crossover.
Willing to take initiative, ask questions and when necessary, solve/resolve problems on their own.
Possess a high level of competency as it relates to details and accuracy.
Ability to sit for prolonged periods of time.
Must have the availability to work the occasional night and weekend hours when necessary.
Education and Experience:
Bachelor’s degree or minimum of 4 years of relevant experience.
Working knowledge with CRM and Microsoft Office applications.
Experience managing high volume call center activity through CTI and CRM statistics.
Supervisory Responsibility:
Oversee daily operations and ensure service level targets are met.
Monitor, coach, and provide feedback to team members to improve performance.
Handle escalated customer issues and resolve them effectively.
Conduct regular performance reviews and support career development.
Ensure team adherence to company policies and procedures.
Coordinate schedules and manage staffing needs.
Travel :
Extremely limited, possibly 1% of time per year.
Work Environment
Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, 401(k) and a competitive time off program.
We think Chervon is a great place to work! Be part of our new future! Better Tools. Better World.
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