Customer Service Lead/Trainer

Company: IMPACT FLOORS OF TEXAS LLC
Location: Carrollton
Posted on: May 15, 2022

Job Description:

Job DescriptionImpact Property Solutions is one of the nation's top providers of multi-family flooring replacement and new construction. Impact Property Solutions offers flooring material selection and procurement, project management, contract administration, installation construction & development services all under one roof. The company has completed hundreds of millions of dollars in renovations and new construction over the past 30+ years and has built a team of 140 + highly skilled professionals with the tested expertise to oversee both small- and large-scale projects from concept to completion. Impact Property Solutions is searching for a Customer Service Team Lead/Trainer to lead our amazing team of customer service representatives. This position will schedule installations, resolve escalated issues, provide training for new employees, and handle service issues beyond agent capability. The position also requires excellent interpersonal skills, problem solving and conflict management skills.Duties/Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Customer Service Duties:

• Answers incoming calls.
• Responds to caller's general information requests and/or inquiries.
• Takes accurate customer orders and follow through necessary process.
• Enters floor plans, pricing, and other customer information for new and existing accounts.
• Provides timely response to request for information including returning all calls as quickly as possible.
• Resolves complex or escalated customer issues received via phone or email.
• Exceeds internal and external customer expectations for quality and service.
• Identifies recurring procedural issues and make appropriate recommendations for resolution. Lead/Trainer Responsibilities:
  • Provides leadership to the rest of the customer service team by mentoring and sharing knowledge.
  • Develops strategies for better workplace efficiency and goal achievement
  • Search for gaps in training content and materials that need updating to generate higher productivity among staff.
  • Conduct orientation programs and arranging on-the-job training for new hires. Competencies
    • Excellent interpersonal and communication skills via phone, email, and text
    • Strong leadership skills.
    • Ability to work effectively with cross-functional departments
    • Strong time management skills and ability to multi-task and prioritize work.
    • Great attention to detail and problem-solving skills.Required education and experience
      • High School Diploma or GED Equivalent. Associate's degree in Business or related field preferred.
      • Minimum 3-years of customer service experience in a call center environment.
      • Minimum 2-years in a leadership and/or group training role.
      • Flooring industry knowledge and RFMS Systems Experience is a plus. Benefits
        • Competitive Health Insurance Plans
        • Company paid life insurance
        • Retirement plans with employer match
        • Generous PTO plus paid Holidays Physical demands
          • Prolonged periods of sitting at a desk and working on a computer.
          • Must be able to lift up to 25 pounds at times.

Keywords: IMPACT FLOORS OF TEXAS LLC, Carrollton , Customer Service Lead/Trainer, Human Resources , Carrollton, Texas