Customer Service Senior Lead- Bilingual Preferred

Company: Piping Rock
Location: New York
Posted on: February 21, 2025

Job Description:

Essence of the role (Role's Purpose):The Customer Service department's main functions are to answer and interact with customers over the phone by processing orders, identifying potential issues, assisting in any customer related matter. This position reports directly to the Assistant Manager and the Director of Customer Service.Recipe for Success (Responsibilities):

• Provides direction and communication to associates so that customer service calls are answered in a timely, efficient, and knowledgeable manner.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level for success.
• Responsible for providing performance feedback to team members on a weekly basis.
• Supports customer service associates with customer issues/complaints and helps with rectifying various situations, and product issues.
• Responsible for monitoring call interactions to maintain high level of customer satisfaction.
• Responsible for suggesting methods to improve dept., operations, efficiency, and service to external customers to the Customer Service Manager.
• Handle escalations.
• Additional duties as assigned.Ingredients Required (Qualifications):
• 3-5 years of customer service experience, 3 + years in a lead role.
• Ability to multi-task and prioritize customer issues and responsibilities.
• Excellent interpersonal skills and ability to handle difficult situations.
• Experience in a customer call center.
• Experience with Microsoft Office required.
• Computer skills, including e-mail, chat, navigating websites on multiple screens is required.
• Flexibility to work other shifts when/if needed for dept., coverage.
• Working Holidays is a must.
• Bilingual- English/Spanish required.Hours: Monday - Friday 12pm-8:30pmWe proudly offer: Medical, Dental, Vision, 401K with Company Match, Pet insurance and more!We reward the hard work of our team members with fun and exciting company events, Picnic, BBQ Packages, Holiday Celebrations, and associate referral bonuses!Piping Rock Health Products, founded in 2011, winning Long Island's Top Workplaces Award four years in a row, is supported by a group of vitamin visionaries with over 40 years of industry experience and a carefully curated team of talented associates. Piping Rock is a global vitamin and supplement manufacturer with an unwavering commitment to creating quality wellness products. Being deemed an essential business from the start of the COVID-19 pandemic, Piping Rock has kept its doors open, production moving, and associates safe. We believe that family always comes first, and that the dedication of our associates is the key ingredient to our success.We are a drug-free workplace, regulated by the FDA, required to follow Federal Guidelines; therefore in order to start as well as maintain employment, you must be able to successfully clear drug screening processes, which include testing for all illegal substances per Federal Guidelines.Piping Rock Health Products, LLC is an Equal Opportunity Employer.
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Keywords: Piping Rock, New York , Customer Service Senior Lead- Bilingual Preferred, Other , New York, New York