This position will perform the regular functions of a CSR/TSR. In addition, the Support Lead aids in providing the flow of information on new and existing products to the department and trains associates (including new hires) as necessary.
Maintains current knowledge of department operating procedures and updates assigned technical product information.
Continually strives for a higher level of service and customer/department satisfaction.
Participates in departmental improvement teams.
Works “on-call” evenings and weekends on a rotating basis as needed.
Attends meetings based on related assignments and responsibilities.
Assists in training of new and existing associates in the department.
Creates, and modifies any and all troubleshooting procedures relating to equipment (as needed).
Reports findings to supervisor and makes recommendations regarding follow up procedures and implementation.
Reviews and evaluates department’s technical procedures related to equipment and provides follow up.
Proactively looks for improvements and makes recommendations to supervisor.
Serves as a “go-to” for department escalations, decision making, and back-up.
Performs all other related duties as assigned.
High School diploma or GED equivalent is required; or equivalent combination of education and experience. College degree or relevant additional formal training preferred.
One year of customer service or call center experience is preferred.
Good mechanical aptitude; ability to successfully complete training on Hillman machines.
Good presentation skills and ability to provide information to department.
Excellent communication skills; ability to effectively communicate technical information and know-how to users.
Working knowledge of computer applications (i.e. MS Office Suite), and ability to learn in-house software applications.
Ability to type 45 wpm.
Strong problem-solving skills and ability to work with a variety of personalities; maintain composure under stressful conditions.