Lead Customer Service Representative

PDC is seeking a Lead Customer Service Representative to join our team in Salt Lake City, Utah. This role is responsible for ensuring the quality and timeliness of customer interactions within the Customer Service Department. This role will lead a team of customer service staff, prioritize, schedule, and delegate work assignments to ensure the timely and cost effective completion of all work and projects assigned to the department. Act as a technical resource to other departments and direct reports to address and resolve inquiries and problems. Oversee customer inquiries via phone, chat and ticket management system. Work closely with customers, sales, marketing, and operations groups to foster positive relations with all customers, internal and external. Interpret and ensure compliance with operating policies and procedures. Assist in developing short- and long-range goals and objectives of the department.

Qualifications

• Collaborating with the Senior Manager of CS and Director of Customer Service to develop, maintain, and track relevant metrics.
• Working with the Customer Service Training Coordinator to onboard new Customer Service Representatives.
• Partnering with the Customer Service Leadership team to identify ongoing training needs for the department in process, product, and system knowledge.
• Identifying and executing continuous improvement opportunities, in conjunction with the Director of Customer Service, to maximize efficiency and enhance the overall customer experience.
• Supervises and directs the daily activities of the Customer Service staff.  
• Plans, prioritizes, and assigns tasks. Manage special projects as required; prepares special and recurring reports  
• Ensures proper staff coverage of phones and customer inquiries 
• Provides leadership and guidance, ensures necessary resources and tools are available to staff, trains staff, monitors work, and evaluates the performance of the staff via the formal company annual and mid-year evaluation process 
• Exemplifies the desired culture and philosophies of the organization (i.e. Brady Values and Leadership Principles) 
• Must be a subject matter expert on all customer service systems, processes, and procedures; serves as a troubleshooter and recommends solutions and changes  
• Work with the Senior Manager of Customer Service and other departments to develop effective processes and procedures 
• Ensures customer satisfaction through effective written and oral communication; handles customer escalations from customer service representatives and consults with management as needed to resolve priority issues 
• Ensures all staff are continually trained and have extensive knowledge on products, processes, systems, and procedures 
• Responsible for implementation and tracking of all metrics relating to the department 
• All other duties as assigned

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