Job Description
Job Description
Reunion Kitchen + Drink Anaheim Hills in Anaheim, CA is looking for remote contact representative to join our team. We are located on 5775 E Santa Ana Canyon Rd. Our ideal candidate is self-driven, ambitious, and hard-working.
The Customer Contact Representative Lead will serve as a subject matter expert and be instrumental to ensuring Reunion Kitchen + Drink customers receive the exceptional contact quality and service possible.
A Team lead will be responsible for working closely with and providing daily support to the Customer contact representative team, on-the floor coaching, and new team member support to allow the team to deliver excellent service. Leads will use problem-solving and people skills to support the team through multiple channels and build rapport internal and external to the organization to improve relationships and the customer experience.
This position has been segmented as remote meaning the work is approximately 100 percent remote / virtual at any regional location as defined by the role segmentation.
Excitingly, this position is eligible for remote work. This means you have the flexibility to work from the comfort of your home while being part of our dynamic team. We are looking for candidates from any of the following states NY, NJ, CT, MA, NV, VA, FL, AL, TX, GA, NC, CO, MN, PA, WY, LA, NM, ND, WA, IN, NH, MD, TN, SC, KS, IA, ME, WV, AZ, SD, MS, OK, UT, MO, and NB.
Essential Duties And Responsibilities
- Provide resolution of requests which aid to support Reunion Kitchen + Drink customers and sellers in a timely The Customer Contact Representative Lead will serve as a subject matter expert and be instrumental to ensuring Reunion Kitchen + Drink customers receive the exceptional contact quality and service possible
- A Team lead will be responsible for working closely with and providing daily support to the Customer contact representative team, on-the floor coaching, and new team member support to allow the team to deliver excellent service
- Leads will use problem-solving and people skills to support the team through multiple channels and build rapport internal and external to the organization to improve relationships and the customer experience
- They will work closely with the Customer Contact Manager to identify coaching and improvement opportunities for the team
- Mentor advise and lead team members in their journey to best support the team’s activities and goals
- Provide real-time feedback to peers, which includes communications and necessary support
- Serve as a subject matter expert to motivate the team’s success by responding to immediate needs and questions related to the company’s process, products, policies and procedures and tools
- Take escalations from your team and support other internal department resources when needed
- Review and present daily metric and communication updates and daily huddle announcements
- Provide thorough customer and order solution options to customers and contact representatives, and serve immediate needs to support customers challenges and concerns
- Work closely with the Customer Contact Manager to support the coaching process, quality performance review, meeting and metric data support
- Pull necessary reports to ensure measurement of quality and performance goals are monitored and tracked against performance baseline
- Participate in cross-company projects to improve and optimize the customer’s experience
- Conduct analysis to produce customer-specific reports or activities as contractually required
- Assist sellers with preparation of customer business analysis, product research and recommendation for profitability, and other internal reporting as requested to support the management of the customer or service level agreement
- Approve service recovery requests as back-up support to Manager and provide guidance to peers
- Promote a positive and friendly environment supporting of good morale and cooperation
- Help identify trending issues among customers, team members, products and services from interactions with customers
- As time permits, provide support to team members in answering calls, answering email or contacts, assist chain customer business activity, customer reporting or other team responsibilities
- Ability to communicate with customers and team through various channels
- Acknowledge and resolve customer escalations or complaints
- Assist Manager with team support as necessary
- Product knowledge to support customer needs
- Initiate and resolve requests for customer or organizational reporting
- Coach and mentor colleagues as necessary
- Ensure customer satisfaction and provide professional customer support
- Organize and coordinate schedules
Qualifications
- Education / Training : High School diploma or equivalent required and, a minimum of 1 of customer service or support experience
- Related Experience : Sales support or customer service experience maintaining customer relations
- High School Diploma or GED
- A proven track record of supporting customers and team members with exceptional service and leadership
- Experience working virtually
- Professional leadership skills; someone who leads by example
- Excellent written and verbal communication skills
- Able to take direction and quickly learn new procedures, processes, product information
- Open to feedback, believing in a culture of continuous improvement working toward individual and department goals
- Comfortable to navigate technology, phone systems and tools
- Strong attention to detail, multi-tasking and time-management skills
- Detail oriented with strong critical thinking ability to quickly define problems, and reach valid conclusions
- Exceptional ability to collaborate with customers, vendors, and internal partners
- Customer service orientation and ability to adapt and respond to different personalities
- Advanced knowledge of Microsoft applications, Salesforce.com experience
Benefits
- Reunion Kitchen + Drink is committed to the well-being of its employees, offering an outstanding benefits package that includes Medical, Dental, Vision, Basic Life & Accident Insurance, Flexible Reimbursement Accounts, Employee Assistance Plan, Reunion Kitchen + Drink 401(k) plan, and much more
- This position is eligible for overtime and quarterly bonuses averaging $1,100 every three months
- In addition to your salary, Reunion Kitchen + Drink offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements)
- Reunion Kitchen + Drink believes in providing a competitive compensation and benefits package wherever its employees work and live
- Training guaranteed!
- Advancement opportunity
- Weekly pay and weekly bonuses
- Holidays off
We are looking forward to receiving your application. Thank you.
Available shifts and compensation: Available shifts all days except Sundays. Compensation is $28.00 - $35.00/hour.
About Reunion Kitchen + Drink Anaheim Hills: Reunion Kitchen + Drink Anaheim Hills is looking for an individual to join our team. Our ideal candidate is self-driven, motivated and trustworthy. Learn more about us at https://www.reunionkitchen.net/.
By applying to this job, you agree to receive periodic text messages from this employer and Homebase about your pending job application. Opt out anytime. Msg & data rates may apply.
Powered by Homebase. Free employee scheduling, time clock and hiring tools.