Remote Customer Relations Lead

The Customer Service Lead must have a strong customer service skill set and the ability to support company core values and goals. This position is responsible for supporting employee performance and development, monitoring the team on a regular basis and maintaining accurate documentation. Duties also include: assisting with customer and department related escalations; handling of inbound calls and phone support for multiple work groups; handling email and mailed correspondence; lead tester on CRM projects, as required; handle conference calls for testing and District communication, as required. All other duties as assigned based on the needs of the business.

General Summary

The Customer Service Lead must have a strong customer service skill set and the ability to support company core values and goals. This position is responsible for supporting employee performance and development, monitoring the team on a regular basis and maintaining accurate documentation. Duties also include: assisting with customer and department related escalations; handling of inbound calls and phone support for multiple work groups; handling email and mailed correspondence; lead tester on CRM projects, as required; handle conference calls for testing and District communication, as required. All other duties as assigned based on the needs of the business.

Required Skills & Experience

• High School Diploma or equivalent (GED) required.
• Associates Degree or continuing education classes preferred.
• 2+ years of customer service experience.
• Must be able to multi-task in a high-volume, fast-paced call center environment.
• Must enjoy direct interactions with customers and employees.
• Demonstrates commitment to problem solving and resolution
• Must possess excellent written and verbal communication skills.
• Superior interpersonal skills and professionalism to communicate by phone, email and in-person with customers and fellow employees.
• Basic computer skills including outstanding typing and 10-key by touch.
• Proficiency in Windows based applications including Microsoft Office (Word, Excel, Outlook, etc.).
• Hands on knowledge of the following systems preferred: Salesforce, Talkdesk, Proprietary Web-portal
• Must work well under pressure.

Quadient actively seeks candidates who display:

• Empowerment -- embrace and drive change
• Passion -- determined to drive customer success
• Inspiration -- lead by example and constantly innovate
• Community -- collaborate like crazy

What Quadient Offers You:

• Company subsidized Medical, Dental, and Vision Insurance
• 401(k) Retirement Plans --Company Match Offered
• Life & Disability Insurance --Company Sponsored
• Paid Vacation, Sick Leave, & 11 Company Holidays
• Career & Leadership Development
• Tuition Reimbursement Program
• Veteran Programs
• Company Sponsored Diversity Groups

Disclaimer

The above statements are intended to describe the general nature and levels of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Quadient USA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.