Uline Hiring for Customer Service Team Lead (North of Chicago) at Chicago, IL Full Time

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.