Customer Service Team Lead
Title: Customer Service Team Lead
Requisition ID: JR100887
Location: Milwaukee, Wisconsin
Position Type: Full time
At National Business Furniture (NBF), we believe in the power that inspiring spaces can have to help people achieve big things. We have worked with hundreds of thousands of businesses across the country – from startups to Fortune 500 companies – to equip their workspaces with beautiful, comfortable, and functional furniture for 50 years.
We're seeking a motivated Customer Service Team Lead to help drive team success. This role will partner closely with management to support departmental projects and daily operations while serving as a trusted resource for team members. The Team Lead will provide ongoing coaching, training, and feedback to help ensure a positive and productive team environment.
This role presents an excellent opportunity for individuals interested in developing their leadership skills. As a Team Lead, you will gain valuable experience, expand your skill set, and play a key role in providing guidance, support, and assistance to the Customer Service Specialists Team.
Here’s a General Overview of What You’ll Be Doing:
Day-to-day customer service tasks such as answering customer calls, emails, and conduct customer follow-ups
Oversee coverage throughout the day; flexing when short staffed to necessary team – case or phone/webmail coverage as needed
Act as first point of contact for escalations
Assist in facilitating of new hire training, through delivering modules and y-connecting;
Maintain help chat with front line group
Y-connecting with front line group as needed to identify coaching opportunities
Build and maintain relationships both internally and externally
Provide thoughtful feedback to team members
Proven experience maintaining personal workload
What We’re Looking For:
3-5 years of experience in a customer service role
Proven experience working efficiently in Microsoft Office 365
Demonstrated problem solving experience in exceeding customer's expectations
A can-do, optimistic attitude
Experience managing multiple projects
Order Management System (OMS) Management
Experience with customer de-escalations
Clear understanding of Customer Service processes
Results Driven
Proven experience maintaining personal workload
Someone who is self-motivated and driven
It Would Also be Nice to Have:
Experience with Salesforce and/or other CRM platforms
One year of experience in a Customer Service Lead role
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need assistance seeking a job opportunity at National Business Furniture or if you need reasonable accommodation with the application process, please call (800) 558-1010 or contact us at .
About Us
At National Business Furniture (NBF), we believe in the power of inspiration, and in the power that inspiring spaces can have on people achieving big things. We have worked with hundreds of thousands of businesses across the country – from startups to Fortune 500 companies – to equip their workspaces with beautiful, comfortable, and functional furniture for nearly 50 years.
NBF helps customers in businesses, healthcare, education, government, residential and hospitality environments by providing individual products or total furniture and accessory solutions. However, our customers define achievement, we are driven to help and inspire them.
Equal employment opportunity, including veterans and individuals with disabilities.
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