Customer Experience Team Lead & Coach

NSP; Spanish Fork (UT); On-site; USD 42,000 - 66,000; Full time

Job summary

Nature's Sunshine is seeking a coaching leader to guide its customer service team in Utah. You will mentor staff, build relationships, and drive top-quality service while directing performance and training initiatives.

You will evaluate calls, coordinate labs, maintain records, and support promotions. Strong communication, conflict resolution, and a bilingual preference are valued as you enable exceptional customer experiences.

Qualifications

• BA/BS degree or equivalent in education and experience.
• Friendly-upbeat attitude, strong listening, comprehension, patience and objective
• Comprehensive knowledge of operations in relation to company policies, procedures and promotions.
• Expert-level conflict resolution and trouble-shooting skills
• Excellent Customer Service competencies
• Works well under stress
• Microsoft Office, typing 45+, 10-key skills
• Excellent verbal and written communication skills
• Bilingual ENG/SPA speaking preferred

Responsibilities

• Mentors and coaches employees in performance of duties and provides guidance with routine problems that may be affecting the individual.
• 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

Customer service

Active listening

Patience

Verbal and written communication

Bilingual ENG/SPA (preferred)

Stress management

Conflict resolution

Education

BA/BS degree or equivalent in education and experience

Tools

Microsoft Office

Typing 45+

10-key skills

Job description

Nature's Sunshine is seeking a coaching leader to guide its customer service team in Utah. You will mentor staff, build relationships, and drive top-quality service while directing performance and training initiatives.

You will evaluate calls, coordinate labs, maintain records, and support promotions. Strong communication, conflict resolution, and a bilingual preference are valued as you enable exceptional customer experiences.