Call Center Lead - NV

• Must be able to work FULLY in Las Vegas NV Office*

Schedule Options:

• Four 10-hour shifts 8:00A 6:30P Mon, Tues, Wed; 6:30A 5:00P Sat

• Five 8-hour shifts 10:00P 6:30P Mon, Tues, Wed, Fri; 7:00A 3:30P Sat

The Call Center Team Lead will be the first line of support for employees. This person will use experience and knowledge to guide the staff. The successful candidate will be an observant, detail-oriented problem solver and possess an understanding of the business, products and services, and the issues representatives encounter during customer contact.

What your day-to-day would look like:

• Provide day-to-day guidance to staff.

• Answer technical and general questions for all other representatives within the call center.

• Monitor call center productivity and help keep call center representatives on task.

• Diffuse upset customers and handle issues that cannot be fielded by representatives as needed.

• Educate and coach employees regarding processes and practices.

• Assist in identifying areas for customer satisfaction improvements and efficiencies.

• Function as second in command in absence of Call Center Supervisor.

• Assist in writing and verifying Standard Operating Procedures (SOPs) for call center operations.

• Answer phone and web-based questions pertaining to customer orders and other concerns.

• Provide timely and accurate information to customers regarding products, services, order status, etc.

• Set up and maintain customer records by accurately updating account information.

• Identify product or service issues based on customer description and provide resolution options to the customer.

• Attract potential customers by answering product and service questions and make suggestions based on customer needs.

• Process in-person, over-the-phone, and online orders.

• Record details of inquiries, comments, and complaints from customers.

• Follow up with customers regarding questions or concerns that could not be immediately resolved.

• Take payment information and other pertinent information such as addresses and phone numbers from customers.

• All other duties as assigned.

Job Requirements:

• Education: High school diploma or general education degree (GED).

• Experience: At least one year of experience in a call center environment required.

• Specific Skills: Excellent communication and conflict resolution skills. Experience with Customer Relationship Management (CRM) software (preferably ZenDesk). Proficient in Word, Excel, Outlook. Ability to calculate figures and amounts such as invoice quantity and unit prices and vendor discounts. Automotive knowledge is a plus.

Benefits:

• Salary: $18.00 - $19.00 per hour, commensurate with experience.

• Bonus program available after 90-day training period

• Paid time off

• Affordable Medical, Dental, and Vision Insurance

• Health Savings Account with company contribution

• Life and Short-Term Disability insurance

• 401k plan with 4% company match and profit sharing

• Company paid holidays

Who Are We?

Founded in 1985 by two friends and their passion for driving a cool, classic Mustang, CJ Pony Parts is all about the love of automotive restoration and performance hobby. Our ongoing mission: The improvement of the automotive communities' ability to enjoy their hobby is accomplished with an easy-to-use and function-rich website backed by some of the best professional automotive enthusiasts in the business who work 24/7 to ensure the best quality and customer service!

Our culture is critical to our success and is based on our Core Values of Teamwork, Respect, Customer Service, Integrity, and Innovation.

CJ PONY PARTS IS AN EQUAL OPPORTUNITY EMPLOYER. CJ PONY PARTS UTILIZES E-VERIFY FOR ALL NEW HIRES.

Call Center, Customer Care, Agents, Representative, Customer Service, Phone, Automotive, Automobile, Cars, Car Parts, Automotive Parts, Supervisor, Lead