Customer Service Leader
Norton, MA, US
This is a Hybrid position, with three days in the office and two days remote!!!
BlueTriton is a leading provider of spring and purified water products - the name behind your favorite bottled water brands. We are proud to offer an extensive portfolio of highly recognizable, responsibly sourced, and sustainably packaged spring water in addition to other quality products and services. Get ready to quench your thirst with exciting possibilities when you join BlueTriton for a fiercely good career doing work that matters.
ReadyRefresh brings hydration that supports a healthy lifestyle, convenience that preserves precious time and sustainability to help improve our world. Our ReadyRefresh branches and warehouses are where our iconic brands begin their journey to the customer.
Job Description
The primary role of a Customer Service Leader (CSL) is to support and develop a team of frontline associates that handle customer service contacts while providing a premium customer experience and driving revenue growth. Reporting to the Senior Leader of Customer Service, the CSL guides individuals toward goal achievement using negotiation, problem solving, teamwork, and motivation skills including the ability to act as a role model within the organization. The CSL plays a critical role in delivering the Profit Center Strategy within the Customer Engagement Center (CEC), driving increased basket size, customer retention, first contact resolution, while ensuring the service provided builds brand advocacy.
Functional & Strategic Responsibilities include but are not limited to:
• Utilize voice of the customer results to design and deliver targeted training and improve associate performance
• Monitor contacts daily and provide timely feedback to associates
• Conduct training sessions on various topics such as products, promotions, and upselling techniques; monitor results for training effectiveness and identify additional training opportunities
• Create and implement incentive programs by building business cases to maximize effectiveness and motivate performance
• Review department practices and recommend improvements
• Ensure operational efficiency through achievement of Call Center KPIs (handle time, utilization, average speed of answer, etc.)
• Intervene and handle the most sensitive escalated issues and customer problems as-needed
• Coordinate work activities to meet operational requirements based on anticipated call volume
• Create and maintain reporting of team KPIs and generating other reports as-needed
• Proactively recognize and recommend operational improvements
• Lead strategic initiatives and/or be an active contributor to a project team
• Pilot testing for the business and reporting critical data
• Work cross-functionally with business partners on projects and other various tasks
• Deliver CEC Revenue and Retention targets related to overarching Profit Center Strategy
• Provide business insights to drive Customer Experience (CX) improvements, first contact resolution, and overall contact reduction
Supervisory Responsibilities include but are not limited to:
• Responsible for leading, developing and driving engagement for a team of 25 or more customer service associates and application of departmental policies and procedures
• Ability to effectively manage human resource concerns such as time/attendance, recruiting/hiring, and performance management, including any and all sensitive employee relations issues
• Coach, develop, and engage employees in weekly 1:1s and other informal coaching sessions
• Conduct full cycle total performance management including Mid-Year & Year-end reviews
• Foster a supportive environment with a focus on learning/development, providing opportunities for growth & career progression
Qualifications
• Bachelor's degree preferred
• 5 years of previous supervisory experience in a contact center environment
• Strong problem solving and analytical skills
• Ability to work independently and as part of a team
• Ability to work well in a high volume/fast-paced environment
• Excellent organizational, time management, and interpersonal skills
• Excellent written and oral communications skills
• Detail-oriented, able to multitask and meet deadlines
#LI-Hybrid
BlueTriton Brands offers an extensive portfolio of highly recognizable, responsibly sourced and packaged spring water, purified water and water beverage brands that include Poland Spring®, Deer Park®, Ozarka®, Ice Mountain®, Zephyrhills®, Arrowhead®, Origin™, Saratoga®, AC+ION®, Pure Life®, B’EAU®, Splash Blast® and Splash Fizz®. BlueTriton Brands also owns and operates ReadyRefresh®, a customizable water and beverage delivery service that has been certified as a CarbonNeutral® business.
Based in Stamford, Connecticut, BlueTriton Brands and its affiliates in the United States and Canada employ over 7,000 employees. BlueTriton Brands manages resources for long-term sustainability and helps to safeguard more than 20,000 acres of watershed land. The Company has 28 production facilities across the United States, 13 of which are Alliance for Water Stewardship ("AWS") certified across 12 sites, with eight of the certified facilities being AWS Platinum, the highest-level certification.
BlueTriton Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. BlueTriton Brands is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us at BlueTritonHR@bluetriton.com
