Customer Service Lead in Chicago, IL at Johnson Service Group

Date Posted: 10/7/2021

Job Snapshot

Job Description

JobID: 385785

Johnson Service Group (JSG) is a nationally recognized Contract Engineering and Technical Staffing Firm specializing in Engineering and Manufacturing We are currently recruiting for a Customer Service Lead Position Summary:     Supervises and coordinates the activity of customer service representatives. Assists in the development of customer service policies, which promote customer relations. Investigates and resolves non-routine customer complaints. Handles major problems concerning orders, adjustments, or exchanges. Ensures that customers are retained, satisfied and that their needs are fulfilled.
Duties & Responsibilities:
  • Helps with Customer Service Representative duties and responsibilities
• Directs staffing, training, and performance evaluations to develop and improve the customer service function
  • Encourages employees to look for opportunities for process simplification and improvements
  • Challenges employees in providing exceptional support to customers
  • Focuses on helping employees improve their skills and knowledge through day- to-day coaching
  • Responsible for safety, interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
  • Assists employees to identify and solve problems
  • Ensures an efficient training program is in place, which includes written documentation of processes
  • Assists Sales in reviewing or performing market analyses to determine customer needs, price schedules, and discount rates
  • Accomplishes all tasks as appropriately assigned or requested
Competencies:
  • Excellent verbal and written communication skills
  • Ability to calculate figures and amounts such as discounts, commissions, percentages, etc.
  • Excellent problem-solving skills
  • Ability to multi-task and handle numerous assignments simultaneously
  • A process thinker seeking productivity and exceptional service
  • Strong leadership skills and the ability to take initiative
  • Ability to work well in a team environment
  • A professional, positive, and enthusiastic attitude
  • Good interpersonal skills and negotiation skills
  • Knowledge of MS Office (Word, Excel, and Outlook)
  • Excellent listening and feedback skills
  • Effective training skills
Required education and experience:
  • Bachelor’s Degree or equivalent
  • 2 - 5 years of related experience and/or training
  • Equivalent combination of education and experience
  • Proven supervisory experience



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