Lead Customer Service Representative
Life Technologies - Grand Island, NY

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Customer Care Representative (CCR IV) SME

Position Objective
As a product leader, Life Technologies delivers an exceptional customer experience at every turn – from pre purchase to posy purchase. The Customer Care Subject Matter Expert (SME) CCR IV, will perform the essential functions of a Customer Care Representative III, (CCR) as well as assist his/her Supervisor with project related functions along with resolving deep system and process related customer facing or internal issues. The Lead will liaison within Customer Care, other departments and customers representing Life Technologies products and services. Works closely with and supplements the Supervisors with basic supervision, essential training and process improvements.
Essential Functions
This is a working CCR position with occasional project and system/issue analysis and resolution functionality in a fast paced B2B/B2C contact center. Handles escalated customer care issues either through direct personal action or referral to the proper individual/department or Supervisor. Coordinate site resources for the resolution of system related problems. Provide specific feedback to his/her Supervisor in the identification and resolution of appropriate open issues. Assist his/her Supervisor on the development of departmental guidelines and training material and lead implementation as necessary. Process all incoming telephone inquiries, fax and email inquiries, complaints, credits, replacements and orders within required timelines.

Nature and Scope
Excellent written and oral communication skills are required. Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information. Internal candidates - requires functional knowledge of corporate operations and product line. Works on assignments that are complex in nature where judgment is required in resolving problems and making recommendations. May determine own methods and procedures on new assignments and may provide guidance to other personnel. Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service. Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player. May serve in various teams according to business needs.

People Leadership
Demonstrated initiative and leadership behaviors.
Keeping commitments, doing what’s right, taking complete ownership of assigned issues while delivering a superior customer experience.
Helping his/her Supervisor and peers while fostering teamwork and collaboration.
Establishing trust and maintaining relationships with peers, CCR’s, Sr. Leadership and customers.
Providing on the job guidance to CCR’s. Leading by example.
Demonstrating an approachable style by words and actions
Communicating clearly with a diverse employee and customer base.
Ability to communicate upward and downward in the organization via both verbal and written form.
Identify trends and training opportunities or opportunities for process/system improvements.
In-direct advisor and trainer to CCR’s under the guidance of his/her Supervisor.

Results Leadership
Effectively resolve customer complaints through persistence and a sense of appropriate urgency.
Support established standards and established performance measurements.
Demonstrates the ability to function effectively in ambiguous situations via relentless and resourceful activity.
Results oriented with the ability, to set personal and team priorities under the direction of his/her Supervisor, deliver superior quality output and meet aggressive timelines.
Capable of multi-tasking on a daily basis according to his/her Supervisor or at the business need.
Customer oriented in the way problems or challenges are addressed, while maintaining a focus towards the business goals.
Strong attention to detail and organizational skills.
Comfortable juggling multiple simple to moderate assignments concurrently.
Committed to contributing whatever is necessary to complete pending assignments
Coordinates, prioritizes, and distributes work to appropriate reps/team(s) to ensure work is distributed efficiently and timely.
Ability to work in a team environment as well as independently.
Ability to set and re-evaluate priorities based on workload and make recommendations to his/her Supervisor.
Demonstrates the ability to operate in a fast paced, multi-tasking environment.
Assist his/her Supervisor in daily/monthly data gathering for team metrics.
Responsible for department scheduling using Work Force Manager, as appropriate.
Responsible for documenting process changes and new procedures.
Serve as backup to others in the department as needed.

Thought Leadership
Evangelize the benefits of change effectively and courageously.
Anticipate problems or needed process improvements and generate ideas for his/her Supervisor
Assist his/her Supervisor in analyzing daily statistical call center activity data via Industry software.
Demonstrated problem solving and analytical ability utilized to drive data driven conclusions and recommendations to his/her Supervisor.
Capable of utilizing good judgment and making sound decisions.

May be required to perform other related duties as required and/or assigned.

Bachelor’s Degree or equivalent experience and proven record of accomplishments in Customer Care or other site departments. Bachelor of Science degree preferred and considered a plus

Experience :
Three to five years of successful Customer Care experience. Experience dealing with all traditional order processing channels with recent experience in Web or B2B. Experience with Customer Care order entry and other typical Contact Center software. Experience with personal computer applications such as Microsoft Office including Excel and Power-Point. Excellent verbal and written communication skills. Proficient in Excel, Word and Outlook.

Working Conditions:
Works in an office environment. Must be flexible with hours worked to support department as required. Reasonable travel to various international locations and US sites may be required. Some Holiday work is required.

About this company
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Life Technologies is a global biotechnology tools company providing premier systems, consumables, and services for scientific researchers...