Customer Service Team Lead
Location: US, UT, Salt Lake City
Employment type: Full-time
Required experience: Entry level
Required education: High School or equivalent
Industry: Facilities Services
Function: Management
Company profile: Novitex Enterprise Solutions, formerly Pitney Bowes Management Services, delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction. For almost 30 years, clients have turned to us to integrate and optimize their enterprise-wide business processes to empower employees, increase productivity and maximize results. As a trusted partner, we continually focus on delivering secure, technology-enabled document and communications solutions that improve our clients' work processes, enhance their customer interactions and drive growth.
Description: The Customer Service Team Leader will be based in Salt Lake City, UT. The right candidate will be an integral part of the Novitex team, supporting our continued growth. As Customer Service Team Leader, you will be responsible for successful delivery of all aspects of the contracted site services and the on-site Novitex team. In order to achieve these objectives, you will be expected to maintain a high level of client contact; develop site personnel, and maintain a cost effective and profitable site operation.Responsibilities include but, are not limited to:  leading team in mail sorting, mail delivery, meter outgoing USPS mail, loading dock and S&R duties, ensuring a high level of customer service and managing a small team of CSA’sWe are looking for a Team Leader willing to do “whatever it takes” to get the job doneIdeal candidate has a “can do” attitude with excellent communication skillsSelect, develop, motivate, and maintain a properly staffed team, so that all work is processed in accordance with service level agreementsCompile, generate, and publish reports to ensure internal and external accuracy and productivityConduct performance appraisals, and coach employees for performance and developmentProvide clients with updated documentation for all processesDevelop plans for improving quality, and efficiency by reviewing work flows, procedures, systems and performanceConstantly monitor the workflow and utilize manpower in the most effective manner to ensure satisfaction of all service level commitments and maximization of cost effectivenessResponsible for scheduling vacations, floating holidays, overtime hours, and backup coverage for employeesResponsible for maintaining equipment and performing software updates Meet critical client expectations and deliver results in a timely mannerIdentify and create the potential for add-on business by developing a deep understanding of the client’s business strategy and needsMaintain constant  contact with the client for system changes to ensure that the department runs efficientlyMaintain efficient and accurate updates of customer's operation to ensure customer and client satisfaction. These goals are met through example and guidanceEnsure employees are cross trained and able to perform a variety of roles whenever necessaryManage daily team huddlesProfessional attireStrong computer proficiency in email environments, MS Office, Outlook, ExchangeExcellent communication skills both verbal and writtenAbility to meet employer's attendance policyLifting up to 55 pounds with or without accommodationStanding for long periods of timeSignificant walking
Requirements: Qualifications:High school diploma required /undergraduate degree preferredMinimum of 3 years supervisory  experience managing a staff of non-exempt employees in a client facing environmentStaff management experience including; establishing performance expectations and performance monitoring, corrective action documentation, as well as staff development  and coachingDepartmental budget management experienceAbility to excel in a fast-paced, multi-tasking, team environmentAbility to coordinate available resources to provide effective operationAbility to perceive and analyze client, employee, and technical problems.  Must be able to develop alternatives and make recommendationsMust be flexible and have the ability to handle many projects at one timeMust be self-motivated and able to perform with minimal supervisionAbility to complete and write concise reports, procedures, and documentation that are error freeCreative thinkerOutstanding work ethicTarget-drivenEnthusiastic and passionateAvailability to work additional hours if neededSuccessful completion of a pre-employment drug test, employment history check, credit check and criminal background check
Fraudulent: 0