Job Description

Customer Service Lead

A Little About Us

Swanson has been dishin’ out vitamins and supplements straight from the heartland for 55 years and counting. We offer grounded, realistic approaches and remedies for healthier living that have been passed down longer than grandma’s not-so-secret recipes. We’re looking for folks to help us leave the world a little bit healthier than how we found it, and in return we’ll offer a satisfying career that ensures a solid work-life balance, competitive benefits package for full-time employees and some nifty rewards for all employees through our Wellness Program.

Summary

The primary function of this position is to assist with the training, coaching and development of Customer Service Center phone agents.

Essential Responsibilities

Maintain and ensure consistent application of department policies and procedures such as call quality and productivity to individuals within a team setting. Provide immediate feedback on performance to the representative and supervisor.

Provide guidance and leadership to all phone agents. Assist in goal-setting and coaching for individuals.

Conduct and document objective observations and scans of each representative through monitoring calls and or emails.

Provide leadership to our offshore team of phone agents through coaching, 1:1 meetings, and quality call reviews.

Handle escalated customer calls, web chat or email correspondence that were not resolved by the call center representative.

Assist in coverage of the Helpdesk Phone line

Provide prompt and reliable attendance.

Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.

Conducts self in the presence of customers and community so as to present a professional image of SHP

Marginal Duties

Process incoming phone calls

Answer customer questions regarding products, services, and order status via phone, email or web chat.

Assist with real-time Work Force Management and direct call flow where needed.

Complete various call center reports for management.

Competencies Required

Ability to understand, read and speak English proficiently

Proficient computer and applicable software skills Excellent communication skills
Knowledge of online and email communication concepts, practices and procedures
Strong organizational, administrative and time management skills
Ability to make quick, accurate and appropriate decisions
Demonstrate ability to build and motivate a team

Maintain an 80% or higher test score in product knowledge through the “Bottle of Knowledge” training

Supervisory Responsibilities

There are no supervisory responsibilities.

Education and Experience

High school diploma or GED required with 1 year experience as a Swanson Customer Care or Sales Representative preferred. Or; an equivalent combination of education and experience sufficient to successfully perform the essential responsibilities and duties of the job as listed above.

Equipment and Software