Customer Service Lead

Company: Netafim Irrigation Inc
Location: Fresno
Posted on: August 5, 2022

Job Description:

Description:
POSITION OVERVIEWThe Customer Service Representative (CSR) Lead role is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. The CSR Lead supports the company's customer service activities. The CSR lead help staff members respond directly to customers who need assistance through phone calls or emails and provide a quick resolution to the issues and concerns. RESPONSIBILITIES-- Esker order processing system development, training, support, reports, new user set up, daily monitoring-- Running report for orders that have not been processed within SLA-- Salesforce - Support CS in training, writing work instructions, implementing changes-- Monthly Lean meeting reporting of lean practices in CS-- CSR coverage for when CSR's call out sick - distribute workload and provide coverage as needed-- Vonage phone system development, training, support-- Dealer Portal development, training, support-- Reels Reporting - Forecast and Reel Returns-- New Dealer Onboarding-- New Hire Training-- New CSR Onboarding-- OTD - Coding and reporting-- EDI - Maintenance, troubleshooting system issues-- OnScreen - Guide creation and maintenance-- MOR reporting & presentation-- FIFO Drip Board development, training, work instructions, maintenance-- Interviewing new CSRs-- Coordinating with presenters for scheduling meetings

Requirements:
SKILLS/TRAITS/CHARACTERISTICS-- A sense of urgency in ensuring customer needs are being met in a timely manner-- Able to motivate employees - creating a team environment and reinforcing the company's culture.-- Communication and relationship skills that foster long-term customer satisfaction-- Capable of accurate data entry and able to effectively use Microsoft Office products -- Ability to multi-task, requiring solid time management and organizational abilities in a fast-paced environment with excellent attention to detail-- Problem solving skills with analytical and technical aptitude-- The ability to adapt and work toward continuous improvement-- Ability to respond to and follow through on customer requests-- Able to deliver results toward specific goals-- Demonstrating a consistent positive attitude and customer focus EDUCATION and/or EXPERIENCE-- 4 years' experience in a customer service role and/or industry related experience preferredLANGUAGE SKILLS-- Fluent in English-- Bilingual Spanish speaking is a plusPI187770287

Keywords: Netafim Irrigation Inc, Fresno , Customer Service Lead, Hospitality & Tourism , Fresno, California