Milwaukee, Wisconsin
Lead Customer Support Specialist Job Opening in Milwaukee, Wisconsin - Alpha Source is a leading provider of innovative solutions in imaging equipment parts and service, battery and medical device manufacturing, medical parts distribution and medical equipment accessories, supplies and lighting solutions to thousands of healthcare customers in more than 74 countries around the world
POSITION SUMMARY
The LEAD CUSTOMER SUPPORT SPECIALIST provides day-to-day guidance to the Customer Support Specialists and serves as the technical expert on product knowledge. Performs a variety of responsibilities in support of the customers? and the company?s needs. Responsible for inbound customer contact as well as outbound customer outreach. Assists the Department Manager in the delivery of department training, in preparation of training and reference materials, identification and implementation of process improvements and performing department responsibilities in the Manager?s absence or on behalf of the Manager.
ESSENTIAL FUNCTIONS
Provides day-to-day guidance to the Customer Support Specialists. Assists the Department Manager with the delivery of training and coaching of current and new employees, the identification of additional or refresher training needs and the preparation of training and reference materials.
Addresses incoming customer inquiries, whether by telephone calls, e-mail, EDI, web, Instant Messaging or facsimile transmissions, and responds to customers? needs. Initiates customer outreach as needed.
Provides solutions which address customers? needs of all types and magnitudes.
Manages calls appropriately with regard to timelines, customer follow-up, etc. in order to prevent an escalation of issues.
Assists team members/other departments with investigations and resolution of issues.
Documents interactions with clients and support information gathered in the resolution of issues.
Develops and maintains a high level of product knowledge.
Escalates issues to personnel as necessary.
Maintains department staff schedule, ensuring proper telephone and order entry support.
Compiles periodic and monthly reporting for department manager and completes special assignments or projects, at the request of the Manager, Vice President-Marketing or other individuals.
Provides guidance to the department in the absence of Department Manager.
Performs additional responsibilities as needed.
KNOWLEDGE, SKILLS & ABILITIES
Highly energetic and self-starter
Able to remain patient, listen, and adapt to change in a positive manner
Excellent communication and presentation skills
Knowledge of customer support principles and practices
Knowledge of sales techniques and practices
Maintains and projects high standards for department customer support
QUALIFICATIONS
High school diploma or equivalent required; Associates or Bachelor Degree preferred.
Requires 3-5 years of customer service experience.
Previous call center or sales experience preferred.
Previous team lead or management experience preferred.
Effective verbal and written communication, presentation, organizational, problem solving and time management skills are essential. Ability to effectively adapt within a continuously changing environment, work within a self-directed work environment and successfully multi-task is required.
Previous experience with Microsoft Office Suite applications is required.
Job Type: Full-time
Required experience:
team lead or management: 1 year
customer service: 3 years
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