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Call Center Team Lead

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Date: Feb 2, 2019

Location: Haltom City, TX, US, 76117

Company: A. O. Smith Corporation

Company / Location Information


Why A. O. Smith? 

Water technology is one of the fastest-growing industries in the world, and, as a leading global water technology company, A. O. Smith Corporation is at the center of the trend. We are a $3 billion company with 144-year history and employ more than 16,000 men and women. With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, A. O. Smith has the global reach to serve customers worldwide. We have sales and distribution in more than 60 countries around the world. A. O. Smith is committed to continuous improvement, not just in its factories and its processes, but in its people.  We value people who are able to analyze problems and take rapid, decisive action. 


What Is Great About This Opportunity?

  • You will be joining a stable, but growing organization committed to strong financial performance, strategic acquisitions, global expansion and the highest ethical standards of conduct.
  • You will be representing a company that makes products that improve quality of life and are considered top of the line.
  • You will be joining a cohesive team that supports each other in accomplishing shared goals.

What You Will Do

You will be tasked with the responsibility of supervising all areas involved with and pertaining to:

  1. Sales order entry and processing.
  2. Customer Care Center.
  3. Customer Service database.
  4. Interdepartmental communication.
  5. Supervision of Customer Service Representatives.

What You Will Be Responsible For

  1. ​​​​​​Provide daily direction, communication and coaching support to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  2. Monitor calls to observe employee’s demeanor, technical accuracy and conformity to company policies.
  3. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  4. Work on special or on-going projects that are important to the customer care center’s continuous improvement.
  5. Study and standardize work procedures and processes to improve departmental efficiency.
  6. Manage sales order entry, credits and returns.
  7. Assist in resolution of customer service/customer issues.
  8. Partner with members of Aquasana training and product development teams to design and issue training as required.
  9. Work on special or on-going projects that are important to the customer care center’s continuous improvement.
  10. Study and standardize work procedures and processes to improve departmental efficiency.
  11. Ensure the communication link is strong between the customer care center and other departments.
  12. Represent the Customer Service Department as needed on cross functional partnerships that address company issues as they arise.
  13. Other duties as assigned.

What You Will Bring

  • High School Diploma or equivalent required
  • Bachelor’s degree from four-year college or university preferred
  • Minimum 3 years of related work experience or training 
  • Minimum 2 years of Supervisory/Leadership experience 
  • Excellent computer skills in MS Word, MS Excel, E-mail and Windows.
  • Proven leadership skills, the ability to develop and motivate a team, the ability to communicate effectively to a variety of audiences and the ability to provide support and direction.
  • Respond promptly to customer feedback and requests for service and assistance.

What We Offer

Great people make our organization great and because of that, we offer a relaxed dress code in our newly remodeled office, employee discounts on water filtration products, a competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Call Center, Product Development, Wastewater, Water Treatment, Customer Service, Sales, Engineering, Research