Lead Contact Representative
Masonite
-
Tampa, FL
Job details
Job Type
Full-time
Qualifications
• • Customer Service: 5 years (Preferred)
Full Job Description *
Responsibilities
• Support the day-to-day work for the Contact Center including resolution of tier II tickets
• Lead continuous improvement projects within the Contact Center including developing standard operating procedures, leading trainings, and assisting with Global Business Services integration work
• Provide analysis on team metrics - monthly SLA, days to resolve, volume of tickets via email and phone
• Organize and manage team meetings and agenda
• Provide support to Contact Center Manager
• Handles ad hoc requests from other Global Business Services teams
• Forges relationships and partners/collaborates with customers – helping to maintain service level expectations of the Contact Center
• Supports the development of Global Business Services and promotes exceptional customer service, teamwork, and accountability
Qualifications
• Technology savvy with the ability to learn new software and databases
• Experience with financial systems (e.g. Perceptive, Masterpack, AX) is preferred.
• Must be a self-starter, flexible, and able to work on time sensitive projects
• without daily supervision
• Strong interpersonal, verbal, written and telephone communication skills
• Strong decision making and analytical skills
• Excellent phone and written communication skills
• Strong ability to multi-task while maintaining a high level of attention to detail
• Effective conflict resolution skills
*
Education
• High School Education required, Associate's Degree or higher preferred
Experience
• 6+ years of Customer Service experience focused on servicing/partnering with internal and external customers
Job Type: Full-time
Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
Schedule:
• 8 hour shift
Experience:
• Customer Service: 5 years (Preferred)
Work Location:
• One location