Lead Customer Service Client Rep

Duties & Responsibilities

• Acts a subject matter expert in all customer interaction channels, providing product and process feedback to customer representatives and the team.
• Serves as an operational resource to assist with knowledge gaps, mentoring frontline staff, and improving task efficiency through role modeling exercises and customer service strategies.
• Acquires and maintains understanding of processes, procedures, and the systems used for support, including leveraging technology, while identifies/recommends opportunities for improving the work environment.
• Takes ownership and initiative; and follows through to resolution, complex and sensitive situations and evaluates explicit guidelines to determine exceptions to rules when solving unique problems.
• Provides call coaching, work processing feedback through side by side sit-with's, floor observations and quality reviews in order to enhance our employee feedback process and nurture new hires as they graduate through the learning curve.
• Provides guidance to others on improving efficiency, encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
• Demonstrates good judgment and decision making skills while balancing the needs of BIAH; providing short-range solutions, that promote customer centricity when resolving a multitude of customer service needs, including special customer requests, customer complaints, marketing program inquiries and all other customer related inquires.
• Within BIAH Customer Care Quality Standards, handles service interaction, regardless of type or channel, in a manner that reduces Customer Effort and executes necessary follow-up.
• Anticipate Customer Needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
• Documents information on each interaction, so the information can be shared throughout BIAH Customer Care.
• Approaches complex and conflict situations with objectivity and utmost fairness in an effort to develop open communication between all parties involved
• Adjusts communication style to appropriate audience
• Takes time to plan and organize content of written composition carefully to ensure increased informational flow, grammatical accuracy and verbiage appropriateness
• Consistently achieves established off and on phone expectations through personal commitment and initiative.
• Takes calculated risks with the potential to significantly impact the team and/or the Contact Center work performance.
• Independently identifies and undertakes developmental training to enhance progression of skills within the organization
• Coordinates day-to-day work activities to ensure alignment with strategic direction, vision and values
• May assist with special projects focused on process improvement, technological enhancements, operational initiatives which are critical to enhancing the customer and employee experience.
• Follows all company and department policies as documented.

Requirements

• Bachelor's degree from an accredited institution required
• One (1) year of experience in a customer service contact center environment required
• Excellent written and verbal communication skills
• Strong customer focus; facilitates an excellent customer experience and provide professional customer support
• Strong interpersonal skills with ability to work in a close team environment.
• Excellent team player with a can do attitude
• Must be able to work within a number of software applications including Microsoft, CRM (Customer Relationship Management), and ERP (Enterprise Resource Planning) tools
• Key dimensions include: initiative, resilience, prioritization, and organization, time management, detail-oriented, ability to multi-task and develop solutions.
• Veterinary or Animal Health knowledge a plus.

Eligibility Requirements

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required)
• Must be 18 years of age or older