Customer Service is the heartbeat of our company. We depend on our Call Center employees to serve our customers and fulfill our promise of reliability.

Position Responsibilities

• Coach and develop Customer Service Representatives in all areas of performance including metrics and behaviors.

• Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.

• Evaluate quality, track results and provide coaching for increased success.

• Provide feedback to management and challenge processes to increase efficiency and customer satisfaction.

• Complete performance reviews and assist with interviewing process for new Customer Service hires.

• Train reps to understand policies, procedures and products.

• Communicate policy updates and Uline information through team meetings and one-on-one sessions.

• Document coaching and development sessions.

• Handle escalated customer issues and provide weekly function support for customer interactions.

Minimum Requirements

• High School diploma or equivalent required. Bachelor's degree preferred.

• 3+ years customer service experience.

• 2+ years of experience in a leadership / supervisory role preferred.

Benefits

• Complete medical, dental, vision and life insurance coverage, Flexible Spending Accounts and wellness programs.

• 401(k) with 5% employer match.

• Paid holidays and generous paid time off.

• Tuition Assistance Program that covers professional continuing education.

• Bonus programs that include annual performance, sales goals and profit sharing.