Customer Service Teamlead

SISEL INTERNATIONAL, LLC. POSITION DESCRIPTION

Science, Innovation, Success, Energy & Longevity

Salary/Wage Range:

Position Title: Customer Service Teamlead

Department: Call Center

Classification: Non-Exempt/FT

Reports To: Customer Service Supervisor

Grade Level:

Revision Date: 1/23/2023

ESSENTIAL RESPONSIBILITIES:

• Trains and supports call center on phone etiquette, compensation plan, products, systems and business building tools
• Fields incoming telephone inquiries, orders and complaints
• Answers questions regarding company products and services by referring to standard scripts and following appropriate procedures
• Investigates and resolves issues in a professional, appropriate and expeditious manner
• Forwards all questions, issues or complaints, for which answers are unclear or beyond the level of employee's current knowledge, to a more senior agent or to Customer Service Manager
• Keeps Customer Service Manager informed of all issues that could potentially be of future concern or appear to be out of the ordinary
• Tracks and accounts for the number of upsells completed and meet the Team's upsells goals. Categorizes complaints for tracking or reporting purposes
• Interacts with all contacts in a helpful, courteous and professional manner and is respectful of diversity
• Maintains a clean and safe work area. Work well in a team environment and take directions in a positive manner
• Outbound calls to customers, to generate sales, inform customers of new products and upcoming events
• Is available to provide information and answer questions regarding the company's products and services
• Reviews and analyzes reports, records, and directives, and confers with the Director on sales strategies for outbound calls.
• Evaluates current procedures and practices for accomplishing sales objectives to develop and implement improved procedures and practices
• Interacts with all internal and external contacts in a helpful, courteous and professional manner and is respectful of diversity
• Reviews and analyzes reports, records, and directives, and confers with other supervisors to obtain data required to plan new commitments, status of work in progress, and problems encountered

Note: This description is not intended to be all-inclusive. Employee may be requested to perform other duties as requested.

EDUCATION EXPERIENCE:

High School Diploma with 2 to 3 years of customer service experience or equivalent combination, with minimum of 1 year as a call center lead.

SKILLS AND ABILITIES:

Must be able to speak and understand basic English; articulate clearly and possess good grammatical skills; understand and calculate basic mathematical problems to include addition, subtraction, multiplication, division, and percentages. Must be proficient in the use of company telephones, ten-key calculators and computers, soft-ware programs, and have accurate typing skills. Must have the ability to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule forms, plus the ability to track calculate and compile reports.

OTHER SKILLS/REQUIREMENTS:

Bilingual in English and Japanese, or multilingual not required but highly desirable

ORGANIZATION RELATIONSHIPS:

Internal: Company supervisors, managers, and personnel at all levels in the company.

External: Customers, distributors

PHYSICAL DEMANDS:

Positions is required to sit, stand and walk, stoop, bend, reach and kneel occasionally; and lift up 20lbs.

WORK ENVIRONMENT:

Noise, dust, lighting, temperature and physical/ergonomic hazards are typically of those usually found in an office environment.