Lead Support SpecialistTransformco • Hoffman Estates, IL, United States
Lead Support Specialist
Transformco • Hoffman Estates, IL, United States
23 hours ago
Job type
- Full-time
Job descriptionAbility to read, write and speak English Ability to lead others to deliver business results Ability to work with minimal supervision Ability to work productively and effectively when faced with stressful situations. This includes maintaining effective interactions with others under stressful working conditions Ability to effectively communicate with co-workers, supervisors, management, or customers one-on-one or in a small group setting Ability to work well with others in a group, cooperate with others, offer to help when needed, and foster a team climate that brings out the best in team members. Collaborates and builds relationships with others to get the job done and deliver high performance results Ability to treat others with respect and dignity and to continually work in a professional business-like manner Ability to generate alternative solutions when faced with a problem, evaluates the consequences of choosing each alternative and selects the most promising alternative Ability to apply appropriate use of safety procedures and equipment to protect company and customer assets Ability to apply appropriate use of personal protective equipment (i.e. back belt, safety glasses) Ability to work around gas and oil products within the EPA and OSHA guidelines Ability to work in non-air conditioned environment, where applicable Ability to work variable and flexible hours including overtime Ability to read and utilize reports as needed Ability to follow ISO 9001 process guidelines Experience / Education / Certification Requirements : High School diploma or equivalent (GED) preferred Must be at least 18 years of age Experience in a leadership or supervisory role preferred Previous customer service or call center experience preferred Knowledge of Internet based applications Experience and aptitude with computers and databases Required Job Competencies : Strong leadership and mentoring skills Work well with others in a team setting to deliver high performance results Follow specific process steps to ensure quality workmanship Effective time management skills Accept responsibility for work assignments and job duties and to be held accountable for their successful completion Convey a positive image of the company and all actions and behaviors Proficient in computer systems and standard software applications Proficient in telephone operations and phone etiquette skills Outstanding customer service skills Proficient analytical and quantitative skills Detail oriented, organizational skills Excellent communication skills both verbal and written Open to change and the ability to effectively implement change quickly
Job Description
Job Purpose : To support overall leadership of departmental support functions at the Carry-In facility. Job Responsibilities :
- Participate in the hiring and on-boarding of new support specialists
- Assist / prepare weekly hourly support staff schedules
- Assure adherence to all ISO policies and procedures
- Assure proper phone coverage is ongoing in customer relations
- Work with customer service representatives on escalated customer issues, including CCN, NCR's
- Regularly monitor customer service representatives for quality assurance
- Work to create open communication between management, technicians, and support associates to quickly resolve customer issues
- Regularly review data entry for keying accuracy, particularly 3rd party service orders
- Assure outgoing merchandise shipped within the guidelines of the transportation schedule and the repair cycle matrix
- Assure efficient operations of all parts functions including bin maintenance and cycle counts
- Support inventory management
- Account for receipts of incoming product / parts to the repair lines
- Delegate assigned tasks to members of support staff and follow up as necessary to assure completion of tasks
- Participate in the daily activities of parts, customer relations, data entry and / or shipping / receiving as needed
- Assure all daily functions : parts receiving, feedback, NPS screens, data entry, packing, shipping / receiving are completed at the end of the business day.
- Coach, develop and train support associates on necessary training for phones, parts functions, data entry, and shipping / receiving functions
- Regularly communicate and prepare feedback to the Operations Supervisor / Manager on the performance of support associates
- Assist with input on support associates' performance reviews (annual and mid-year)
- Assure work areas are neat, clean and orderly
- Adhere to all company policies and procedures
- Perform other miscellaneous duties as assigned
Responsibilities / Skills / Experience Requirements
Specific Essential Functions :
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Support Specialist • Hoffman Estates, IL, United States
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