THD/JCP Team Lead
Consumer & Customer Care
Full Time
Augusta, Ga
2019-02-01

The Team Leader is responsible for establishing and maintaining profitable relationships with consumers on behalf of Electrolux through the daily coaching and supervising of a team of customer service representatives. This role will drive lifetime consumer brand loyalty and profitable growth through coaching, counseling, training, motivating and recognizing direct reports. The Team Leader is in a strong position to influence organizational performance, employee engagement, and the Customer Engagement Center culture. Therefore, this role must demonstrate tact, sensitivity, confidentiality, and professionalism. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide daily direction and communication to customer service representatives so that calls are answered in a timely, efficient and knowledgeable manner and consumer issues are appropriately resolved.
  • Maintain a dedication to providing exceptional customer service; foster customer service obsession and strong morale within the team.
  • Ensure floor operation is supported via real-time escalations support as needed.
  • Ensure that target service levels, quality, and revenue goals are met and that team members adhere to published policies, procedures, and guidelines. 
  • Provide statistical and performance feedback and coaching on a regular basis to each team member.
  • Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level. 
  • Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings.
  • Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers. 
  • Assist CEC leadership team with daily operation of the center when needed. Serve as a member/leader of special or on-going projects that are important to the CEC transformational efforts.
  • Use appropriate judgment in upward communication regarding department or employee concerns. 
  • Provide backup support for other queues and departments as necessary. 
  • Ensure all escalated emails through SAP vendor and support boxes are responded to within the THD/JCP requirement. 
  • Provided needed support for conference calls and business meetings with THD, JCP, GE and the Charlotte sales team for THD. 

Minimum Qualification

  • High School diploma or equivalent, college degree strongly preferred
  • Minimum 2-year experience in sales or consumer service
  • Minimum 1 year supervisory/coaching experience
  • Or equivalent combination of education and experience 

KNOWLEDGE, SKILLS & ABILITIES

  • Excellent communication skills – verbal and written 
  • Ability to develop and  motivate others
  • Ability to provide and support a direction or vision
  • Capable of setting priorities, meeting pre-determined deadlines and multi-tasking.  Strong initiative and pro-active mindset
  • Possess strong decision making, problem solving and analytical skills with particular attention given to detail and accuracy.
  • Demonstrated customer obsession resulting in the ability to meet and exceed consumer needs.
  • Strong selling and persuasion skills.
  • Intermediate  knowledge of Microsoft Word and Excel
  • Successfully navigates through ambiguity and change
  • Bilingual capabilities a plus
  • Career ambitious
  • Ability to multi-task
  • Experience with SAP CRM, Service Bench, IPL, Avaya phone systems a plus