Lead Customer Service Representative
Lead Customer Service Representative
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Job Description
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Job Title: Lead Customer Service Representative
Reports To: Supervisor Customer Service
Career Track: Associate
Band: Band 4
Thermo Fisher Scientifics Mission is to enable our customers to make the world healthier cleaner and safer. We are fulfilling this Mission every day by helping customers around the world respond to global pandemics find cures for cancer deliver better healthcare outcomes protect the environment make sure our food and water are safe and develop other scientific breakthroughs that improve millions of lives around the world. As a member of the team your work will have a real-world impact!
How will you make an impact
As a Customer Service Group Leader (GL) you will be driving your success by proactively supporting our customer service colleagues and delivering exceptional customer experience. Successful colleagues in this role are confident decision makers enjoy problem solving have technical proficiency exhibit and promote 4i Values and have a passion for providing outstanding assistance to their customers via inbound and outbound phone calls email and live chat.
What will you do
Key Responsibilities:
Provide support to our Customer Service colleagues by leading coaching sessions performing live monitoring and mentorship
Embrace Practical Process Improvement (PPI) to create strategies for improvements
Participate in continuous learning and career development
Identify trends and areas of opportunity to create best practices
Answer team members questions troubleshoot and support our team members in facilitating communication assistance
Follow established performance metrics including but not limited to CEA standards conformance occupancy and follow-up on all action
Ensure team reports are pulled and reviewed daily
Assist in working to increase productivity and efficiency where applicable
How will you get there:
Education
High school graduate or equivalent bachelors degree preferred or a similar combination of education and experience
Experience
Demonstrate leadership qualities that embody One Team One Goal
2 years of experience in customer service role; customer call center experience a plus
Knowledge skills and abilities
Proficient in the basic use of PCs including Microsoft Office Internet Explorer and strong typing skills as well as able to work in multiple systems concurrently using multiple monitors
Dedication to colleague support by maintaining composure and positive demeanor during difficult conversations
Support the organization to an evolving workforce with frequent changes
Ability to prioritize work to remain on task and address escalations in real time
Strong written and verbal communication skills with the ability to follow policies and procedures consistently and independently
Strong understanding of metrics and overall business/cross-functional awareness
Attention to detail accuracy and strong decision making and problem-solving skills
Organizational skills time management skills and ability to multitask
Required Experience:
Unclear Seniority
Employment Type
Full-Time
