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Customer Support Team Lead

Overview
Generac Power Systems €“ Work with the leader in the power industry! Our office in Jefferson, WI, is seeking a Customer Support Team Lead.
The Customer Support Team Lead is responsible for the day-to-day hands-on supervision of the Customer Support Team. This position plays a key role in the motivation and development of personnel and is instrumental in creating and maintaining best practices. The Customer Support Team Lead manages daily work volume and ensures goals are met. This position will report to the Customer Support Supervisor. The hours for this position are 10am-7pm, Monday-Friday.
Responsibilities
Essential Duties and Responsibilities:
Provides new employees on-boarding to the team.
Provides day-to-day hands-on supervision of the team.
Plays a key role in the motivation and development of personnel and is instrumental in creating and maintaining best practices.
Manages daily work volume for the team and ensures goals are met.
Monitors and evaluates call goals and helps staff achieve goals.
Manages escalated customer issues and follows them through to resolution.
Relays information to the team from the Customer Support Supervisor as needed.
Coordinates with technical training department hands-on training for team.
Provides job-related soft skills training to team as needed.
Provides feedback regarding sales opportunities and process improvements to leadership team.
Qualifications
Basic Qualifications:
High School Diploma or equivalent required;
2 €“ 5 years of customer support experience;
Previous issue resolution experience;
Experience managing a high volume of work with effective time management skills;
Previous new hire training experience;
High proficiency with Microsoft Office Suite (e.g., Word, Excel, Outlook);
Intermediate computer skills;
Excellent verbal and written communication skills;
Good presentation skills;
Strong customer service skills;
Excellent problem-solving skills;
Ability to keyboard 40 WPM while on the phone with customers;
Ability to provide customer friendly etiquette;
Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner;
Ability to troubleshoot issues, offer accurate information;
Ability to work independently with a high attention to detail;
Availability to work various shifts;
Accurate grammar, punctuation and spelling;
Enthusiasm and a " can do" attitude.
Preferred Qualifications:
Associates or Bachelors degree in related field;
Previous training, mentoring, or lead experience.
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

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