Lead Customer Service Representative (Administrative)

Our opportunity: As the premium provider of drinking water and water treatment services for the greater part of a century, Hall's Culligan continues to innovate and expand our business nationwide by offering tailored solutions to meet the specific needs of each customer backed by our superior Culligan service.  

As a Lead Customer Service Representative (CSR), you'll play a vital role in ensuring our customers receive a positive customer experience. This role involves addressing inquiries, providing solutions, and maintaining a high level of customer satisfaction. The ideal candidate for this position will genuinely enjoy interacting with our customers, will have an enhanced ability to resolve issues through strong product and service knowledge, and will effectively manage their time. This role also assists the Office Manager to achieve the office objectives in all the office manager scope of influence including but not limited to; customer service, dealership performance reports, office personnel oversight, service and delivery personnel scheduling, customer relations, branch policy compliance and procedures.

Why you'll love working here:

• We offer a full-time, Monday-Friday work schedule, 7:30am-5:00pm
• Pay range of $22-$24 per hour, depending on experience. 
• You'll receive paid time off (PTO) at a generous accrual rate.
• You'll be eligible for a full benefits package, including a 401k with company match, following your introductory period.
• We're a stable and growing family-oriented company who regularly offers career advancement opportunities.
• We believe in upskilling our employees and promoting from within.
• You'll have the opportunity to utilize Culligan equipment in your home free of charge!

What you'll do:

Customer service:

• Respond promptly to customer inquiries via phone, text, and email with a focus on providing an outstanding customer experience.
• Effectively and accurately address customer concerns, troubleshoot problems, and provide accurate information.
• Handle both routine inquiries and complex issues with professionalism.
• Resolve customer requests, needs and issues: anticipate potential problems by reviewing and monitoring complaints, potential issues, business flow and office performance to ensure high levels of customer satisfaction and quality.
• Review customer cancellations and communicate patterns to management so that they can be addressed to achieve maximum customer retention.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure that customer “Call Backs” for the previous work day are addressed
• Review and address the Open Service Calls weekly
• Follow up customer service issues, Voice Of the Customer and emails included
• Handle escalated customer service calls
• Assist in the hiring and training of all CSR/Admin employees
• Support the Office Manager in the following areas: customer service, dealership performance reports, office personnel oversight, service and delivery personnel scheduling, customer relations, branch policy compliance and procedures. 

Product and service knowledge:

• Develop and maintain an understanding of our products and services to effectively assist customers and addresses their needs.
• Offer product/service recommendations and educate customers.
• Suggest areas of opportunity for generating revenue.
• Review the costs quoted by CSR's to ensure that pricing is being communicated correctly
• Review and balance all month end reports to ensure accuracy
• Complete month end processing on time and run reports necessary for the General and Office Manager

Issue resolution:

• Identify, troubleshoot, and resolve customer problems effectively.
• Collaborate with other departments to address customer concerns and provide solutions.
• Ensure compliance of standard operating procedures and policies in the office and with other departments and offer opportunities for efficiencies.

Time management:

• Efficiently manage and prioritize tasks to meet individual and team performance goals.
• Meet deadlines and response times while maintaining quality in work and customer interactions.

Documentation and reporting:

• Accurately document customer interactions and transactions in customer service software.

Safety:

• Workspace must be kept clean, organized, and free of clutter and tripping hazards.
• Must follow both proper confidentiality protocols, to keep customer information protected, and incident reporting procedures.

Where you'll work:

Culligan CSRs spend all their time working in the dealership, more specifically in an office environment requiring regular use of computers and multi-line phones – this means you must be able to sit for extended periods of time. While our CSRs primarily work Monday – Friday 8am-5pm, this role may require some evenings and weekends as business needs require.

Who should apply:

The personal attributes that will set you apart in our hiring process include empathy and resilience – our CSRs must demonstrate understanding and compassion towards customer concerns while also handling difficult situations constructively without becoming discouraged. We expect our CSRs to be adaptable to new processes and procedures and to maintain a positive attitude, even when challenging situations arise. It is imperative that our CSRs be comfortable multitasking in order to effectively manage multiple tasks and customer interactions simultaneously.

Technically speaking, the ideal candidate for this role will have demonstrated competency in computer and/or tablet use, with above average skills in computer applications. Our CSR's must be able to quickly learn and adapt to new technologies and software systems as needed. We expect our CSRs to type a minimum of 40wpm, including ten-key, accurately and by touch. The ideal candidate's technical skillset should be supported by strong communication skills, commitment to teamwork, and effective problem-solving skills.

Your qualifications:

• Must have a minimum of 2 years of experience in a customer service role
• Must have a minimum of 2 years of experience in a call center environment
• Must have a minimum of 2 years of experience in leading a team and/or employee management.
• Must be able to sit for extended periods of time
• Excellent organizational and multi-tasking skills
• Ability to communicate effectively both orally and in writing
• Ability to self-direct activities and manage time to ensure productivity
• Demonstrated competency in computer use, with above average skills including but not limited to, Microsoft Windows and Microsoft office software applications including Outlook.
• Must be able to successfully pass a criminal background check per Company requirements

Education

Preferred

• High School/GED or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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