Customer Service Team Lead & Growth Coach

Rrdonnelley; Manchester (CT); On-site; USD 79,000 - 126,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Job summary

RRD is seeking a skilled Customer Service Leader in Manchester, CT to oversee day-to-day activities of the customer service team, ensure coverage, and guide growth. You will communicate with customers, lead performance reviews, and drive process improvements to meet expectations.

The role requires a Bachelor’s degree with 5 years of related experience and at least 5 years in a leadership capacity, plus strong MS Office skills. Salary ranges and a comprehensive benefits package are provided.

Qualifications

• Bachelor's degree in discipline with 5 years of related experience.
• 5+ years of experience in managing/supervising a team.
• Advanced PC skills in Microsoft Office (Outlook, Word, Excel, PowerPoint, Access) and Internet Explorer are required.

Responsibilities

• Lead, coach, mentor, motivate and inspire direct reports to achieve optimal performance.
• Conduct annual performance reviews for direct reports.
• Ensure career development plans are prepared, communicated, and maintained for all direct reports.
• Support all employment policies and procedures.
• Recommend changes to meet customer and facility needs.
• Perform CSR functions with regard to production and attend daily production meetings.
• Monitor and support the team process in Customer Service.
• Assign workload to CSRs to avoid bottlenecks; plan backup coverage for vacations.
• Provide training and hands-on support to team members; share workflow and processes with other teams.

Skills

Team management

Leadership

Communication

Education

Bachelor's degree in a related discipline

Tools

Microsoft Office

Job description

RRD is seeking a skilled Customer Service Leader in Manchester, CT to oversee day-to-day activities of the customer service team, ensure coverage, and guide growth. You will communicate with customers, lead performance reviews, and drive process improvements to meet expectations.

The role requires a Bachelor’s degree with 5 years of related experience and at least 5 years in a leadership capacity, plus strong MS Office skills. Salary ranges and a comprehensive benefits package are provided.