As a Customer Service Team Mentor, you will be responsible for scheduling routine service visits, provide customer service to internal and external customers / stake holders, provide training and performance coaching to team members, deliver feedback, and be the first point of contact for team members. The role reports directly into the Planning Team Leader.
How you will do it
*Reporting to the Team Leader to help ensure the team members are meeting individual, team and department goals.
*Motivating and supporting staff to maintain positive morale.
*Monitoring floor activity, login availability, "on the job expectations", floor conduct and other key individual and team performance metrics.
*Providing input and assists with the development of training or policy and procedure changes that may be required to enhance service productivity.
*Completing quality reviews, provide feedback and conduct monthly positive coaching sessions with team, motivate team members while also improving team member's performance metrics.
*Answering escalated / supervisor calls as needed and escalating problems and complaints appropriately.
*Providing first class customer service via phone, e-mail, and other communication channels.
*Encouraging new ideas and feedback from team members; recognizing contributions and giving credit where due.
*Communicating frequently and openly in team and individual meetings to motivate and align team members with department goals.
*Continually seeking opportunities to improve the customer service operations including people, process and technology.
*Scheduling service works for a team of engineers including relevant processes such as RAMs and permits
What we look for
*Must have a "customer first" attitude and be service oriented, friendly and possess a positive attitude
*Able to demonstrate a talent for leadership and an appetite to develop self and others
*Must be able to effectively interact with members of the Planning Team and deliver constructive feedback to team members, whilst also being entrusted with information of a confidential nature.
*Outstanding written and verbal skills are required.
*Ability to multi-task and work in a dynamic environment / adjust to change quickly.
*Computer proficiency with the ability to handle multiple PC applications at once.
*Strong sense of urgency, follow-through and attention to detail.
*Solid time management and the ability to accomplish goals without much direct supervision.
*Ability to assign and monitor work.
*Excellent decision making and organization skills.