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Call Center Team Lead

Date: Aug 1, 2022

Location: Haltom City, TX, US, 76117

Company: A. O. Smith Corporation

Company / Location Information

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 $3.5 billion company with 140+ year history and employ more than 12,000 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. 

 

Aquasana was brought into A.O. Smith Corporation in 2016 and is part of our North America Water Treatment (NAWT) division. Aquasana is a dynamic organization that is rapidly growing organically and into other Channels.  We are a tight-knit team with a fast-paced, energetic, and entrepreneurial company culture. We provide competitive pay, benefits, and a fabulous, fun, collaborative environment that allows our people to be their best. The work Aquasana employees perform and the products we make have been deemed essential services and our employees are proud to be part of the Aquasana team. 

 

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:
  • Customer Support Center: training and coaching 
  • Quality of order entry and processing
  • Customer Service database.
  • Interdepartmental communication.
  • Supervision of Customer Service Representatives.

 

What You Will Be Responsible For:

  • Learn and understand the ins and outs of Aquasana products, policies, and procedures currently in place.
  • Provide daily direction, communication, and coaching support to employees so that customer service inquiries are answered in a timely, efficient, knowledgeable manner and with emphasis on quality customer service.
  • Monitor calls and reporting tools to observe employee habits, demeanor, technical accuracy, and conformity to company policies.
  • Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.
  • Work on special or ongoing projects that are important to the customer support center’s continuous improvement.
  • Study and standardize work procedures and processes to improve departmental efficiency.
  • Manage order entry, credits, and returns.

Role Specific Responsibilities

  • Partner with members of Aquasana's Operations teams to design and issue training as required based on call reasons and employee behavior.
  • Ensure the communication link is strong between the customer care center and other departments.
  • Represent the Customer Service Department as needed on cross-functional partnerships that address company issues as they arise to help with cost savings initiatives and quality of service to customers.
  • Resolve customer inquiries based upon a complaint and/or escalated call
  • The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.
  • A solution-oriented and positive mindset that openly embraces change and stretches goals
  • Other duties as assigned.

What You Will Bring:

  • High School Diploma or equivalent required
  • Bachelor’s degree from a four-year college or university preferred
  • Minimum 3 years of related work experience or training 
  • Minimum 2 years of Supervisory/Leadership experience 
  • Proven leadership skills, the ability to develop and motivate a team, the ability to communicate effectively to a variety of audiences, the ability to provide support and direction, and the ability to improve processes from concept through roll-out.
  • Willingness to 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, the ability to work from home up to two days a week after 90 days on the job, 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

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