Customer Service Leader

Job Description

Job Description

Description:

Vortex is the leader in Doors/Security Products, Storefront Glass/Glazing, Access Controls and Material Handling Equipment for Commercial, Industrial and Retail Facilities. Our diverse list of products and services allows variety and different challenges every day at Customer's sites while providing solutions to keep them safe and efficient.

Due to our continued expansion and growth, we now have an opportunity for a full-time Customer Service Leader at our Tucson, AZ Service Center location.

The Customer Service Leader (CSL) is a strong link between the Customer Service team members and Service Center management. The CSL helps organize and plan team meetings, assign duties, address concerns, and troubleshoot problems. Strong people skills and the ability to organize team members and delegate tasks are top requirements. The CSL follows company policies and ensure team members adhere to all standards and guidelines.

The Customer Service Lead balances direct Customer support with team coordination and oversight and frequently serves as liaisons between Vortex and its Customers, working with sales and marketing and accounting teams to drive repeat Customers and help meet business goals.

Responsibilities

• Lead and Guide Customer Service Team
• Help coordinate the team throughout their shift and answer Customer Service team members’ questions and provides advice
• Provide Direct Customer Service
• Respond directly to Customers who need special assistance by answering phone calls or emails to provide quick resolution of issues and questions
• Review and Resolve Customer Escalations
• Manage any Customer’s question or concerns that another Customer Service Representative needs help with, identify a solution to the customer’s query, and directs them to a member of management that can provide assistance
• Train New Hires
• Work closely with new Customer Service team members to instruct them on best practices for resolving Customer calls and monitor new team members’ activities by providing performance feedback to management during the first few months of training and onboarding to determine the need for further training

You’re great at

• Effective Listening: Listening is the key to effective communication. Without the ability to listen carefully to what a Customer is saying, a message could be easily misunderstood and misinterpreted.
• Clear communication: An ability to communicate clearly and effectively verbally and written is essential
• Attentiveness: Attentiveness should run through every Customer Service experience – during the interaction and after it’s over
• Patience: Customer Service might be a tough job when we have to deal with challenging Customers. In such situations patience is a real virtue and the way you respond to those Customers will have an impact on their customer experience

• Experience: 7+ year’s related experience and/or training; equivalent combination of education and experience
• High school diploma or General Education Degree required (GED)
• AA/BA preferred
• Other required knowledge, skills, and abilities
• Ability to read, understand, and comprehend documents such as work instructions, and procedure manuals. Ability to speak effectively and interact with team members and leadership
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to solve practical problems and deal with a variety of variables in a situation
• Solid experience in Customer Service
• Experience working in an office setting and using standard software and equipment
• Some supervision experience highly preferred

Compensation and Benefits

• Hourly salary based on experience
• A comprehensive training program
• Healthcare, dental, and vision coverage, 401K match, and PTO
• 8 company paid holidays

Work Schedule

• Regular shifts are available between Vortex business hours of 7:00 AM - 5:30 PM, Monday through Friday.
• Position requires you to be available to work in the office, not remotely