JOB SCOPE/ SUMMARY:|
Coordinate and supervise work of Customer Care staff
Provide assistance with difficult customer issues
Supervise, monitor and coordinate work activities of Customer Care staff and resources to meet department service, quality, timeliness and administrative goals.
Ensure that Customer Care staff partner on risk situations appropriately, resolve issues the first time and avoid unnecessary delays or escalations.
Research, communicate and resolve issues that arise from processes, customers and employees.
Communicate, coach, train, develop and counsel on performance, policies and needs to staff.
Communicate and follow-up with internal and external partners effectively
Review timecards, maintain attendance records, approve vacation requests, provide timely performance evaluations and support management staff to ensure department’s service and operational needs are met.
Review, fulfill, complete, maintain, and process timely and accurate department records, requests, submissions, files in alignment with guidelines and policies.
Recognize employee accomplishments and identify areas for improvement as part of establishing individual performance development plans.
Support the organization by providing input and communicating ideas for continuous improvement.
Assist in employee selection, training and evaluation.
Provide necessary reporting and assist with projects as assigned by supervisors.
Bachelor’s degree preferred.
Thorough technical, customer service and administrative work experience
Experience in leadership or supervisory capacity is required
KNOWLEDGE/SKILLS/ABILITIES RECOMMENDED FOR POSITION:
Thorough knowledge of customer service principles and techniques
Strong problem solving ability; strong problem solving in a coatings or home improvement industry is a plus.
Process engineering, continuous improvement focus, results orientation
Excellent verbal and written communication skills
Leadership and management knowledge and abilities.
Excellent time management, prioritization, follow-up and organizational skills
A positive, can-do, transparent attitude
Masco's ideal customer is a home improvement junkie with a thing for cabinets -- and a hand-washing fetish. The company is a leading...