Job brief:

SILCA is looking for a Customer Service Lead with a customer first mentality and a desire to be both an advocate for our customers and a champion for our brand. This role takes an individual who is self-managed, proactive, a quality communicator, and displays great problem-solving skills. The over-all goal is for this person to eventually oversee Customer Service Representatives, ensuring they deliver high quality customer interactions by managing daily operations, resolving escalated issues, providing training, monitoring performance, and implanting strategies to improve customer satisfaction and loyalty within a company’s customer service department. 

What does a SILCA Customer Service Lead person do?

A Customer Service Lead will act as a liaison/advocate for our customer, providing product/services information, and resolving any emerging problems or questions that our customers or retail accounts might face with accuracy and efficiency.

The highest performers are genuinely excited to help others on their product journey with our brand. They’re patient, empathetic, and passionate communicators. They can put themselves in their customers’ shoes and advocate for them when necessary. The right individual will be able to communicate efficiently and effectively. This person can anticipate follow-up questions and provide answers before questions are asked. Customer feedback is priceless, and great Customer Service Leads are invaluable for collecting information and properly recording it for use by other departments. Problem-solving also comes naturally. They are confident at troubleshooting, making informed decisions, and the ability to investigate using multiple tools if they don’t have enough information to resolve customer concerns.

The target is to ensure excellent service standards, respond promptly and efficiently to customer inquiries, and maintain the highest levels of customer satisfaction.

Responsibilities:

·       Facilitate incoming calls, emails, social etc.

·       Efficiently and precisely identify and assess customers’ needs to achieve satisfaction.

·       Build sustainable, quality relationships and trust with customers through transparent communication.

·       Provide accurate, valid and complete information by using the correct methods, tools, and resources.

·       Meet customer service response team targets and present those reports to manager

·       Be comfortable presenting the product at both consumer and industry events

·       Interdepartmental flexibility

Requirements:

·       Proven customer support experience

·       Track record of exceeding expectations

·       Efficient, effective, and positive communication skills

·       Independent and strong problem-solving and decision-making skills

·       Strong verbal communication skills

·       Strong active listening skills

·       Ability to patient in high and low pressure situations

·       Ability to multi-task, prioritize, and manage time effectively

·       Empathy will be a trait that allows this person to succeed at the highest level

·       Local, domestic, and potentially international travel to support events or customers

·       Keep clear, timely, and detailed records

·       Maintain the very best attitude toward even the most disappointed or concerned customer

·       Job is on site in Indianapolis

·       This is a full-time position