altman team leader job description

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					Title:                   CUSTOMER SERVICE TEAM LEADER
Status:                  Full-Time Salary

Reporting Relationships:
        Reports To:     Vice-President of Sales
        Directs:        Customer Service and Inside Sales Departments
Salary Range:           DOE
Heath Care:            Offered in accordance with current company plan
Location:               Yonkers, NY, USA
Relocation:             Will be considered for right candidate



Position Summary

The Customer Service Team Leader position supervises the customer service representative team on a day-to-day basis.
The position is the first line of management within Altman Lighting. Responsible for ensuring the highest level of service
for our clients, promoting growth and providing leadership that promotes and encourages teamwork.

Primary Tasks

         Ensure employees understand performance expectations and provide feedback, recognition, and training
         Responsible for daily operation of the department
         Consults with support departments, as necessary
         Administers company policies and procedures consistent with sound judgment and fairness
         Supervises customer service department activity to ensure a comfortable and professional environment at all
          hours of business
         Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and
          proper procedures, correcting errors or problems
         Provide employees with guidance in handling difficult or complex problems and in resolving escalated
          complaints or disputes
         Communicate with people outside the organization, representing the organization to customers, the public, and
          other external sources in a positive manner
         Implement corporate and departmental policies, procedures, and service standards in conjunction with
          management
         Provide leadership in discussing job performance problems with employees to identify causes and issues and to
          work on resolving problems
         Train and instruct employees in job duties and company policies or arrange for training to be provided
         Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel
          action

Qualifications

    1) Knowledge
        Principles and processes for providing customer and personal services. This includes customer needs
          assessment, meeting quality standards for services, and evaluation of customer satisfaction
          Administrative and clerical procedures and systems such as word processing, managing files and records,
           designing forms, and other office procedures and terminology
       Principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor
           relations and negotiation, and personnel information systems
       State law as it pertains to labor force; sexual harassment, payroll, scheduling, discipline, privacy, review, etc.
       Comprehensive understanding of call center operations
       Time Management concepts and practices
   2) Skills
       Giving full attention to what other people are saying, taking time to understand the points being made,
           asking questions as appropriate, and not interrupting at inappropriate times
       Talking to others to convey information effectively
       Motivating, developing, and directing people as they work, identifying the best people for the job
       Encourage employees through positive communication and feedback
       Cope with stress in an appropriate and calm fashion
       Encourage and build mutual trust, respect, and cooperation among team members
   3) Ability
       Ability to work under pressure in a fast paced environment
       Ability to sit in workstation, type and work with a computer for long periods of time
       Able to lift up to 20 pounds for short periods of time
       Requires being open to change (positive or negative) and to considerable variety in the workplace

Experience and Education

       Background in theatrical, architectural, film and video lighting preferred
       Three years supervisory experience required
       Associates/Bachelor’s degree or equivalent work experience required
       Computer literacy (Windows Operating Systems and internet applications)
       Must speak and write English fluently

Notes

       Altman Lighting Inc. is an equal employment opportunity company.
       The above statements are intended to describe the general nature and level of the work being performed by
        people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Altman management
        reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
       All employees are expected to be flexible and responsive to changes in the scope of their duties.
       All employees are expected to be familiar with and adhere to Altman’s Personnel Policies and Procedures.
       The work of Altman resembles a high-energy work environment; there is always a high level of energy,
        excitement and activity for everyone in the organization. Staff members are expected to consciously and
        continuously promote the mission, values, programs, and impact of the organization when presented with
        opportunities.
       This job description reflects management's assignment of essential functions; it does not prescribe or restrict
        the tasks that may be assigned. Critical features of this job are described under the headings above. They may
        be subject to change at any time due to reasonable accommodation or other reasons.

How to Apply:

Please email your cover letter and resume to nchampion@altmanlighting.com.

				
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