Jostens

JOB TITLE: Client Services Team Leader - NEFF

Location: SPI Santiago

Schedule: M-T 7:00 am -4:30 pm F- 7:00 am -3:30 pm

GENERAL DESCRIPTION OR PURPOSE OF JOB:

As the direct line of support to the Client Services Supervisor, this role provides daily support and contact to customer-facing employees, including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Item

Responsibility/Function

%Time

1

• Serve as the first level of contact and support for employees in partnership with Supervisor
• Provide training for order entry and client services as applicable
• Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale
• Assist supervisor with staffing plans for optimal efficiency within the department
• Assist supervisor with preparation of annual performance reviews
• Provide coaching, feedback, and mentoring to employees as needed
• Handle and resolve escalated customer issues
• Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary
• Assist supervisor with creating and implementing plan for high quality standards to ensure quality is maintained
• Review 3 times a day. Region voicemail for follow-up
• Schedule with other leads during peak season, including evenings/weekends when necessary.
• Served as the first point of contact for the team when the Supervisor is not in the office
• Other duties as assigned by Supervisor

50%

2

• Monitor and review individual and group performance to ensure work is of the highest quality by conducting audit processes to (Jneff / CQM).

20%

3

• Participate in continuous improvement efforts and act as liaison with the department manager and other areas of the company by helping in the development and implementation of new projects.

30%

Required:

• High School degree or equivalent customer service/order processing experience
• 1 year minimum of Neff experience
• Schedule Flexibility
• Ability to train people.
• Experience supervising and leading people.
• Proven skills on process improvement.
• Ability to coach and mentor people as well as maintain confidentiality.
• Excellent verbal and written communication skills.
• Able to work independently as well as part of a team to achieve goals and meet crucial deadlines.
• Strong organizational, planning, and follow-up skills as well as the ability to exercise sound judgment in decision making.
• Detail oriented, accuracy in dealing with data and systems.
• PC skills to include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes.
• Strong interpersonal and communication skills with the ability to coach and mentor performance.
• Ability to multi-task in a detail-oriented data and systems-driven environment.