Hybrid Customer Support Team Lead bei HC Brands
HC Brands · Jacksonville, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in Jacksonville
HC Brands is seeking a Customer Support Team Lead with customer service experience and skills to help execute our site merchandising and marketing strategy. We want a teammate who is customer focused, has strong business acumen, is data driven, and has great attention to detail. We are looking for a Customer Support Specialist that is passionate about driving growth and building shopping experiences that customers will love.
The Customer Support Team Lead is essential to the success of HC Brands, as customer service is our number one priority. The ideal candidate will possess outstanding interpersonal skills, thrive in a manufacturing environment, and have excellent phone and written communication skills. Customer Support Team Leads should be able to lead a team of people and foster a positive culture. In addition, they must be confident in problem solving, strong in process management, and a strong brand ambassador for HC Brands. In addition, it is the responsibility of the Customer Support Team Lead to lead, monitor, and coach a group of employees to achieve objectives and goals that contribute to the growth of the organization, while motivating and inspiring the team through creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
What you'll do:
- Act as a strong leader and role model for phone representatives and order management specialist.
- Partner with the Customer Support Director to create and implement effective uptraining and new hire training modules.
- Create a healthy and motivating work environment and atmosphere.
- Monitor, direct, and redirect the flow of work, as necessary.
- Provide employee coaching and feedback to improve performance and productivity.
- Provide side-by-side training as needed.
- Close knowledge and skill gaps through training and experiences.
- Work on special projects for the department.
- Handle customer escalations.
- Resolve issues with customer orders in a tactful manner.
- Assist in the interview and hiring process as needed.
- Drive a positive, productive, and inclusive culture.
- Perform other tasks as directed by the Director.
- During peak season, provide help with order management processing, and customer support via phones and email as needed.
To do well in this role you’ll need to:
- Possess:
- High school diploma
- 1+ years of experience in customer service – leadership skills are desired.
- Strong verbal and written communication skills.
- Approachability, engagement, and team orientation.
- Ability to prioritize and handle multiple tasks.
- Strong time and project management skills with the ability to multitask.
- High attention to detail.
- Organization skills.
- Confidence.
- Good judgement.
- Decisiveness.
- Strong computer skills, including Microsoft Suite.
- Self-motivation and ability to follow and communicate instructions independently.
Above all else though, my advice for anyone looking to work at HC Brands is very simple; you have to want to be here. It won't be enough to show up to interview and be capable. We are a small company with extremely talented people who creatively solve unique problems as they arise. There will be times where we all just have to take a deep breath and dig deep to get the job done. We're looking for talented people with the appetite for that challenge.
Do your homework. Look at our website, our blogs, and our products. Get to understand what we're about, and come to the interview with that insight ready to tell us how you could play a part in that success.
Do your homework. Look at our website, our blogs, and our products. Get to understand what we're about, and come to the interview with that insight ready to tell us how you could play a part in that success.
Benefits:
We care deeply about making HC Brands an amazing place to work and invest a significant amount of time and energy into creating and maintaining a company culture that provides our team with a level of support while inspiring them to do their best work.
The specific benefits we offer include:
- Health, dental, vision, and life insurance
- 8 paid holidays
- Paid time off (PTO)
- 401(k) plan with a company match on the first 5% contribution
- 16 paid hours of community service time off
- 50% employee discount on our products
- Incentive bonus program potential if the company achieves its Net Operating Income (NOI) goals
Beyond the tangible benefits though:
- You will be part of a growing team whose purpose is to create a culture that underscores connections with employees, customers, businesses, and community. While we’re in the business of personalization, we also exist in a society where individual interactions are harder and harder to come by. In response to this challenge, we’ve made it our mission at HC Brands to prioritize people and relationships—one custom order at a time. It’s not just a clever blurb on our website or a catchy acronym we pass around the office. It’s what we do, and more importantly, it’s who we are.
Equal Employment Opportunity
Equal Employment Opportunity has been, and will continue to be, a fundamental principle at HC Brands.
HC Brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
HC Brands is committed to creating and maintaining a workplace in which all employees have an opportunity to participate and contribute to the success of the business and are valued for their skills, experience, and unique perspectives. This commitment is embodied in the company policy and the way we do business at HC Brands and is an important principle of sound business management.
