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E-Media Team Lead

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Date: Feb 14, 2019

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 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. 

Primary Function

As a key member of the Aquasana Customer Service organization, you will be tasked with the responsibility of supervising all areas involved with and pertaining to:

  1. Communication with Aquasana customers via electronic media; including e-mail, online reviews, ratings and comments posted on and third-party websites.
  2. The Aquasana online chat feature for communication with customers in real time relating to both pre and post sales inquiries. 
  3. Interdepartmental communication.
  4. Cross functional partnership with the Marketing, Sales, Customer Service and Revenue Processing teams.

What You Will Be Responsible For

  1. Provide daily direction, communication and coaching support to employees so that electronic media inquiries are answered in a timely, efficient and knowledgeable manner.
  2. Directly serve customers through electronic media and resolve issues.
  3. Coach and mentor E-Media team members in partnership with the Customer Service Manager.
  4. Provide feedback to other parts of the organization pursuant to product or process opportunities.
  5. Customer Service– Serve as the point person for managing escalated E-Media issues. Work with team members to identify root cause issues and guide customers to resolution; following up to ensure resolution.  Funnel severe issues to the Customer Service Manager. Partnering with the Marketing organization, develop and implement a set of processes to ensure that all customers with reported negative experiences regarding their interaction with Aquasana are contacted and their situations are resolved.
  6. Sales: Develop process to train E-Media team members on the appropriate handling of chat and email conversions. Converting chat inquiries to sales by answering questions so customers can purchase through a representative of the Tele-sales team.
  7. Employee Development: Develop and maintain a comprehensive set of training materials in partnership with the Training Coordinator and Customer Service Manager to be used for new hire and ongoing E-Media team training.  Assist in ongoing developmental training.
  8. Talent Assessment: Assessing team performance and identify opportunities for future growth. Participate in the new hire selection process.
  9. Resolution of Systemic Issues – Develop process to aggregate E-Media issues and identify trends. Communicate with appropriate part of the organization to correct ongoing issues.
  10. Responsible with being familiar with all products, how they work and the best way to assist in service or sales resolution for any given product.
  11. Management of on-line reviews and comments from all sources.
  12. Phone work on an as needed basis.
  13. Perform other duties as necessary.

What You Will Bring

  • Bachelors Degree in a related field or equivalent experience
  • Minimum of 3 years of related work expeirence or training
  • Minimum of 2 years of Supervisory/Leadership experience 
  • Proficient in basic office computer software, such as Microsoft Office Suite (e.g. Word, Excel, etc.); as well as the ability to acquire and maintain knowledge of SAP, Bazaar Voice, Agora Pulse and Feedback Five
  • Problem-solving and program management skills.
  • 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.
  • Commitment to delivering a positive customer experience.
  • Must be a good communicator, both oral and written.

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

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