Service Team Leader

No Relocation Assistance Offered
Job Number#173125 - Overland Park Kansas United States

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care Personal Care Home Care Skin Care and Pet Nutrition. Our products are trusted in more households than any other brand in the world making us a household name!

Join Colgate-Palmolive a caring innovative growth company reimagining a healthier future for people their pets and our planet. Guided by our core valuesCaring Inclusive and Courageouswe foster a culture that inspires our people to achieve common goals. Together lets build a brighter healthier future for all.

At Hills we have a purpose to transform the lives of millions of pet families through pioneering innovation science-led nutrition and the best and brightest people. If youre interested in work that matters fueled by passion for pets we invite you to apply.

Founded more than 75 years ago with an unwavering commitment to pet nutrition Hills mission is to help enrich and lengthen the special relationships between people and their pets. Our decades of science and research guide us in creating nutrition thats a step ahead so pets and pet parents can enjoy every day together. As the US #1 Veterinarian recommended pet food brand knowledge is our first ingredient with 220 veterinarians PhD nutritionists and food scientists working to develop breakthrough innovations in pet health.

A Team Leader is responsible for delivering an exceptional customer experience through a team of this role you will provide leadership coaching and support to a team and develop plans to achieve CXEC KPI targets. This includes improving contact center processes metrics and activities. The role also includes addressing any escalations issues/ disputes from customers and/ or consumers. The Service Team successfully manages interactions with Veterinary Clinics and Neighborhood Pet Store by providing support to Hills online business facing platforms addressing inquiries and complaints as well as providing assistance in order management and maintaining account information.

This is a hybrid position Monday - Friday supporting 2 shifts of agents between the hours of 8:00am - 5:00pm. Based on the area you are assigned you can be assigned in-office days on Monday/Tuesday or Wednesday/Thursday.

Responsibilities:

• Responsible for managing and leading the day-to-day operations of a team of agents and senior agents to provide an optimal customer experience and one-call resolution

• Provide leadership and assist with daily activity to include working with other departments to resolve customer issues

• Manage performance check-ins champion agent development and coaching and support activities that focuses on caring being inclusive and acting courageous

• Recruit and retain key agent talent

• Establish procedures and monitor assignments &/or projects to include leading teams through continuous improvement and change management

• Evaluate and analyze KPIs and data insights to drive continuous improvement

• Participate in cross-functional project teams being a key stakeholder for CXEC and sharing perspectives to ensure a positive customer experience

Required Qualifications:

• Bachelors degree

• 2 years experience in a customer related role such as sales customer service or other related experiences

• Proficient with customer service technology tools such as SAP Service Cloud Nice in Contact SAP master data data analytic platforms and Google Suite or Microsoft Office tools and email

Preferred qualifications:

• 2 years supervisor experience

• 1 years in a customer facing role

Compensation and Benefits
Salary Range $64000.00 - $96000.00 USD

Pay is determined based on experience qualifications and location. Salaried employees may also be eligible for discretionary bonuses profit-sharing and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package including medical dental vision basic life insurance paid parental leave disability coverage and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employees hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Inclusion
Our journey begins with our peopledeveloping strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self is treated with respect and is empowered by leadership to contribute meaningfully to our business.

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion gender gender identity sexual orientation national origin ethnicity age disability marital status veteran status (United States positions) or any other characteristic protected by law.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

For additional Colgate terms and conditions please click here.

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