Lead Rep, Cust. Care - Regional Omnichannel
Job description
Build a better career with MSC. HERE to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.
Requisition ID :12869
Employment Type : Full Time
Job Category : Customer Care / Contact Centre
Work Location : Davidson, NC (CSC) - Remote
State or Province : Remote
BRIEF POSITION SUMMARY:
In addition to delivering effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types, the Lead Customer Care Representative must demonstrate exceptional individual performance and be able to lead others. This role will be key within the Regional Omnichannel organization involving incoming transactions and growing Customer and Field Sales service and satisfaction.
DUTIES AND RESPONSIBLITIES
- Focus on effectively managing complex Customer and Field Sales interactions.
- Proactively identify and communicate Customer and Field Sales concerns to Regional leadership team to ensure effective and lasting problem resolution.
- Resolve escalated Customer and Field Sales inquiries and provide differentiated customer service to resolve the issue and grow the relationship. Consult with Regional leadership to ensure the recommended solution is in line with strategy.
- Mentors other Regional Omnichannel associates to resolve customer issues, increase product knowledge, and identify the most effective/efficient sources of information.
- Handles technical product inquiries.
- Provides customer service, in accordance with MSC standards to ensure customer satisfaction, account retention, and revenue generation.
- Performs duties of a supervisor as directed by management, including but not limited to directing work, acting as an escalation resource for associates, and conflict resolution.
- Builds Customer and Field Sales relationships via exceptional levels of service to ensure customer satisfaction and retention.
- Resolves complex credit and collection issues to enhance customer service.
- Responds to Voice and Email Customer and Field Sales inquiries and takes appropriate action based on customer, product, and sales knowledge.
- Drives the MSC Culture to ensure unity of purpose and fulfillment of MSC’s mission.
- Participate in special projects and performs other duties as required.
EDUCATION AND EXPERIENCE
- High school diploma or equivalent required.
- Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations.
SKILLS AND COMPETENCIES
- Excellent customer service skills required.
- Demonstrated sales skills required.
- Proficiency in systems used by the Representative, Customer Care - Omnichannel role, such as as/400, Oceana and the MSC website required.
- Excellent communication skills required including the ability to speak and write standard business English required.
- Bilingual ability (Spanish or French) desired.
- General knowledge of the industrial supply industry desired.
- Demonstrates acceptable proficiency in all MSC’s required competencies:
o Customer Focus
o Decision Quality
o Drives Collaboration
o Develops Talent
o Communicates Effectively
o Instills Trust
OTHER REQUIREMENTS:
- Ability to provide secured professional home office that meets MSC safety, health, and wellness standard of excellence.
- Ability to meet all requirements as described in the Remote Work Guidelines document
- Adequate Internet Service Provider required.
Telework
Why MSC? People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.
When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.
Equal Opportunity Statement: At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. By applying to this job you agree to the Application and Acknowledgment Declaration terms.
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