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Customer Services & Support
Blain’s Farm & Fleet Hiring for Customer Service Team Lead at Janesville, WI Full Time
Full Job Description
What We Offer:
At Blain’s Farm & Fleet we believe everyone deserves the opportunity to have a job they love, work in a great environment, grow their career, and enjoy a positive work/life balance.
As a family-owned retailer we take pride in offering a competitive benefit package designed to support you and your life. It is one of the reasons we have been named a Forbes Best Employer for four consecutive years!
- We provide development to help you grow your career
- Associate discount
- Internal recognition programs that support an engaged workplace
- Profit Sharing
- 401k with companymatch
- Mix of in office and work from home
What You’ll Do:
Supervise a direct team to meet all productivity and quality goals. Perform Tier II duties to provide customer service and meet all individual goals.
- Provide outstanding customer service via telephone, email, and chat.
- Direct supervision for a team of Tier I and II Representatives
- Be able to perform all tasks performed by Tier I and Tier II
- Work with multiple departments, vendors, buyers, analysts to resolve issues relating to damaged and returned goods, website discrepancies and product information modifications.
- Point of Contact for Customer escalations to assist with problem resolution and complaints via website, email, and phone
- Support, develop and measure the CSR team to ensure we are delivering a great customer experience
- Assist with training of Tier I and Tier II representatives
- Assist manager with creating and maintaining training documentation
- Maintain goal assessments to meet individual and team goals.
- Perform weekly coaching sessions with employees.
- Demonstrate awareness and compliance with Loss Prevention and safety policies and/or procedures.
What it Takes:
Candidates with at least two to three years of experiences in customer service is preferred.
- Previous experience in a call center environment is highly desirable.
Additional requirements include:
- Excellent communication and organizational skills are necessary.
- Ability to read, write and converse in English language.
- Ability to communicate and interact effectively with customers and co-workers.
- Ability to function as a team member. Ability to work under specific instructions.
- Ability to multi-task.
- Ability to work independently with minimal supervision.
- Ability to influence people in their opinions, attitudes and judgments.
- Ability to organize and establish priorities.
- Ability to utilize Microsoft Office suite.
- General office skills including typing, filing, record keeping and data entry.
- Ability to learn and perform all primary job functions accurately with minimal supervision with 30 days of employment.
- Basic knowledge of automotive and tire functions, maintenance and rep
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