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Customer Service Team Lead (Rockford,IL)

Company: Vixxo
Location: Rockford
Posted on: September 13, 2019

Job Description:

Vixxo is seeking a full-time, Customer Service Team Lead, to be based in Lombard, IL.

THE ROLE

The Team Lead is an individual contributor role that manages the relationship between a customer's headquarters and Vixxo, with a focus on achieving accurate and timely results that support established organizational standards. By reviewing service requests, pending work orders and completed service tickets, you ensure that decisions regarding the account demonstrate our commitment to exceptional service.

WHO WILL LOVE THIS JOB

  • Acollaborative teammate:you enjoy working with others and utilizing strong partnerships (internal and external) to achieve the best outcome
  • A driver: you enjoy taking responsibility for assuring company policies and procedures are correctly followed and find satisfaction in quickly mastering the guidelines of the role
  • An efficient worker:you enjoy having multiples priorities at one time and multitask without sacrificing precision or accuracy
  • An analytical problem solver: you are a quick decision-maker that is also careful to analyze new ideas or innovations to ensure alignment with established practices
    TOP 3 RESPONSIBILITIES
    • Advocate to ensure achievement of customer goals and service level agreements and reduce customer costs: review scopes of work and pricing, negotiates rates and costs for services; analyze key metrics, routine reports and performance indicators to create and execute plans to continue providing exceptional customer service
    • Partner with customer support representatives (CSRs) to ensure customer goals and service level agreements are being met; provide guidance to support CSRs, take escalation calls, and ensure effective and proactive communication to customers regarding the status of services, time estimations and cost
    • Build rapport with existing service contractors and source new prospective contractors as needed and complete Request for Contractor Coverage forms for contractor approvals.
      QUALIFICATIONS
      • Minimum 5 years' experience in customer service, account relationship management, facility maintenance, or as a general manager in retail and/or restaurants
      • Previous team lead and/or supervisory experience is preferred
      • Advanced knowledge of Microsoft Office products including Excel, Outlook, andWord; experience working with Siebel a plus.
        WHY VIXXO

        Vixxo wants your ambition, your experience, your talent, and what makes you unique. We may have a place for you on one of our many teams, all dedicated to facilities management for some of your favorite retail, grocery, restaurant and convenience market brands.

        Just like you would, we hold ourselves accountable for growing the company and meeting aggressive goals. We also work equally as hard at growing our corporate culture, which includes Vixxo's commitment to diversity and the fact great minds think differently.

        This position will be located at Vixxo's service center at 2505 S Finley Rd, Lombard, IL 60148

        To learn more, TEXT Vixxo to 25000 and our virtual assistant Olivia will get you connected with our talent team.

Keywords: Vixxo, Rockford , Customer Service Team Lead (Rockford,IL), Hospitality & Tourism , Rockford, Illinois

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