Customer Service Process Lead

Canteen One; Minneapolis (MN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Free office coffee

Free Parking

Dress for your Day

North Loop location proximity to light

Food delivery options

Volunteer time off

Wellness programs

Job summary

Canteen One, the national account management arm for Compass Group USA, seeks a Customer Service Process Lead in the Twin Cities metro. You will help execute day-to-day operations, train staff, and handle escalations to meet client expectations.

The role emphasizes process leadership, project work, and hands-on coaching in a busy call center environment. Minnesota residency required with in-office presence 4–5 days/week.

Qualifications

• High school diploma required; Associate's degree preferred.
• One year of JD Edwards or another ERP experience (e.g. SAP, PeopleSoft, Oracle).
• Work with Business Objects or other business reporting tools.

Responsibilities

• Serves as a resource to the team regarding policies, processes, job duties and operational information.
• Trains new Customer Service Representatives (CSR) and senior CSRs.
• Provides job contribution feedback on team members to the Customer Service management.
• Assists Managers with onboarding new team members.
• Provides ongoing customer service for client locations and associated vendors.
• Reviews escalated issues, and works with vendor for service or issue resolution.
• Conducts follow up calls on escalated service requests or situations.
• Runs reports to review open issues and locate data errors.
• Monitors quality assurance, including daily ticket count checks, and spot checking cases for adherence to processes.
• Supports CS management by assisting in phone monitoring in Call Center software, daily coverage, and scheduling challenges.
• Periodically leads projects to ensure proper execution.
• Independent projects: ensures essential elements are integrated to meet client needs.

Skills

Motivating and coaching teams

Customer service focus

Professional composure under pressure

Education

High school diploma

Associate's degree

Tools

Finesse

JD Edwards

SAP

PeopleSoft

Oracle

Business Objects

Job description

Customer Service Process Lead

Let's talk about Canteen One! We are the national account management arm for Canteen, the largest and most experienced food and retail service company in the United States. We help our clients take the best breaks possible by providing unique and customized office coffee, vending, market, and pantry programs from coast-to-coast.

Let's talk about Opportunity! As part of Compass Group USA, the 6th largest employer in the world and leader in food service and support services, Canteen One provides you with an opportunity to work with Fortune 500 companies, and become part of a diverse team committed to attracting, retaining, and developing top level talent. If you are passionate about a customer-first, always friendly approach, we think you'll fit right in!

Let's talk about Perks! At our North Loop Minneapolis office, we have an awesome office environment filled with perks!

• Free office coffee and pantry
• North Loop location - 1 block from light rail transit
• Free Parking
• Dress for your Day
• Canteen Avenue C (market) & Foodsby food delivery
• Sporting event tickets frequently raffled off
• Paid time off to volunteer for corporate sponsored events
• Wellness programs ... you get the idea!

great people. great services. great results.

Each and every individual plays a key role in the growth and legacy of our company. We know the next big idea can come from anyone. We encourage developing and attracting expertise that differentiates us as a company as we continue to raise the bar.

A fresh approach to great results

The Customer Service Process Lead helps execute the day-to-day operations of the Customer Service Team to meet/exceed customer expectations. The Customer Service Process Lead assists with Associate training, handles higher level escalated situations, works on special projects, assists with quality assurance, and performs Sr. Customer Service Representative key responsibilities. The position assists in phone monitoring in Call Center software for training purposes, daily coverage, and occasional scheduling, and serves as a resource to the team regarding processes and operational information. The position leads by example and keeps up-to-date on systems and industry knowledge. Must live in the Twin Cities Metropolitan Area with the ability to be in the office at minimum 4 days/week and up to 5 days/week depending on business needs.

Essential Duties & Responsibilities

• Serves as a resource to the team regarding policies, processes, job duties and operational information
• Trains new Customer Service Representatives (CSR) and senior CSRs
• Provides job contribution feedback on team members to the Customer Service management
• Assists Managers with onboarding new team members
• Provides ongoing customer service for client locations and associated vendors
• Reviews escalated issues, and works with vendor for service or issue resolution
• Conducts follow up calls on escalated service requests or situations
• Runs reports to review open issues and locate data errors
• Monitors quality assurance, including daily ticket count checks, and spot checking cases for adherence to processes
• Supports CS management by assisting in phone monitoring in Call Center software for training purposes, daily coverage, and occasional scheduling challenges
• Periodically leads projects to insure proper execution
• Independent projects: ensures essential elements are integrated to meet client needs

Requirements

• Experience motivating and coaching teams
• Strong customer service focus
• Professional composure in high-pressure, time-sensitive environment
• Strong computer skills, including Microsoft Word and Excel
• Call center software (i.e. Finesse)
• One year of JD Edwards or another (ERP system) experience (i.e. SAP, PeopleSoft, and Oracle)
• Work with Business Objects, or other business reporting tool

Preferences

• Experience in scheduling and training Associates is strongly preferred
• Customer service experience in an office setting is strongly preferred
• Previous Lead experience is strongly preferred

  Education & Experience

  • High school degree required; Associate's degree preferred
  • Without an Associate's degree, one year of business experience in a customer service environment, or equivalent time spent in a business setting requiring heavy customer service, computer and phone work is required. With an Associate's degree, six months of customer service experience is required.

  Achieving Leadership

  Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

  Keyword Search: CSR, Customer Service Representative