Customer Experience Team Lead

Nature's Sunshine Products, Inc.; Spanish Fork (UT); On-site; USD 52,000 - 76,000; Full time

Job summary

Nature's Sunshine Products, Inc. seeks a dedicated coaching leader to mentor a customer-service team, drive performance, and ensure an exceptional experience for every customer across channels.

You will evaluate calls, provide guidance on procedures, coordinate training, and oversee calendars, PTO, payroll, and monthly performance reviews.

If you bring a BA/BS, a friendly, resilient attitude, and bilingual English/Spanish are valued, you will help elevate service quality.

Qualifications

• BA/BS degree or equivalent in education and experience.
• Friendly, upbeat attitude with strong listening and communication.
• Excellent customer service and conflict resolution skills.
• Knowledge of company policies, procedures and promotions.
• Ability to work under stress in a fast-paced environment.

Responsibilities

• Mentors and coaches employees in performance of duties and provides guidance with routine problems.
• Resolves questions for employees concerning product, procedures, guidelines, or other technical procedures.
• Guides and provides training to Senior CX Specialist, Performance & Quality to help them become leaders.
• Evaluates calls to ensure that employee complies with department standards including service to the customer and acceptable levels are met each month.
• Coordinates and schedules labs to help employees perform at the expected level of service.
• Understands and is proficient in all call center systems.
• Keeps records and files on each employee on their individual teams.
• Works closely with employees interested in advancing within the department, to ensure that they are proficient in all areas required.
• Stays current on all promotions and training for the department and field and keeps up on e-mail communication.
• Maintains communication at all times with supervisors and management.
• Works with the IT department to resolve programming and computer issues that affect department employees.
• Responsible for reports and statistic documentation for employees. Meets with employees on a weekly/bi-weekly or monthly basis to communicate performance.
• Manages PTO and payroll of team members. Responsible for conducting yearly reviews.
• Oversees monthly departmental promotion.
• Works and assists other departments to solve issues that may arise in a timely manner.
• Contacts customers in a timely manner to resolve concerns or complaints making the situation be the best experience for the customer.
• Ensures all employees comply with NSP and department guidelines.
• Keeps confidentiality at all times
• Performs other related duties as assigned

Skills

Leadership

Communication

Conflict resolution

Customer service

MS Office

Typing 45+

10-key

Bilingual ENG/SPA

Stress management

Education

Bachelor's degree

Job description

Nature's Sunshine Products, Inc. seeks a dedicated coaching leader to mentor a customer-service team, drive performance, and ensure an exceptional experience for every customer across channels.

You will evaluate calls, provide guidance on procedures, coordinate training, and oversee calendars, PTO, payroll, and monthly performance reviews.

If you bring a BA/BS, a friendly, resilient attitude, and bilingual English/Spanish are valued, you will help elevate service quality.