Headquartered in Eden Prairie, MN, Williams AV designs and manufactures assistive communication technology. Initially known for its assistive listening products, the company has since expanded its offerings for solutions that address audio challenges in various environments and applications.

At our core lies a commitment to empower connections, guided by what we stand for: Lead with Curiosity, Prioritize People, Own It, and Be There. By embracing these values, we forge meaningful connections that fuel our success and cultivate an environment where ideas thrive and individuals are empowered.

Job Position: Customer Service Team Lead

Reports To: Sales Operations Manager

Terms: Regular, Full-Time

Summary:

The Customer Service Team Lead supports the daily operations of the customer service team, ensuring excellent service and a seamless customer experience. This role involves coaching team members, monitoring key metrics, and handling escalated issues. You will foster a positive team environment, embrace a continuous improvement mindset, and collaborate across departments to enhance customer satisfaction and operational efficiencies.

Responsibilities:

• Act as the initial point of contact for the customer service team and manage the daily workflow.
• Provide coaching and mentorship to customer service representatives, focusing on professional development and career growth.
• Serve as the point of escalation for complex or high-priority customer issues and support inquiries.
• Create and maintain team schedules, manage time off requests, and attendance.
• Provide back-up phone coverage, order entry, and return authorizations as needed.
• Collaborate with accounting, sales, and operations to verify return details, resolve discrepancies, and process customer credits in accordance with policy.
• Develop a high degree of product knowledge to provide sales policy inquiries, product uses, and availability to internal teams and external customers.
• Monitor and report on key metrics including response time, adherence to policy, and overall customer satisfaction.
• Onboard and train new customer service team members, including developing and implementing training programs.
• Provide back-up support to the International Customer Service team as needed.
• Lead consistent performance meetings to set goals and provide feedback to enhance productivity.
• Create process documentation to ensure accuracy and consistency.
• Collaborate with external business partners to improve customer service operations.

Required Qualifications:

• Associate's degree preferred; Bachelor's degree in Business Management or related field is a plus.
• 1 year in a team lead or managerial role.
• 2+ years of experience in customer service.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Experience in developing and implementing training programs.
• Strong communication, leadership, and problem-solving skills.
• Ability to manage schedules and customer consultations.

Physical Requirement:

This position requires prolonged sitting at a desk working on a computer with the ability to view and respond to customer inquiries over the phone or via virtual communication. Occasional lifting or moving objects up to 25 lbs.