Vixxo Customer Service Team Lead in Chicago, Illinois
Vixxo wants your ambition, your experience, your talent, and what makes you unique. We may have a place for you on one of our many teams, all dedicated to facilities management for some of your favorite retail, grocery, restaurant and convenience market brands.
Just like you would, we hold ourselves accountable for growing the company and meeting aggressive goals. We also work equally as hard at growing our corporate culture, which includes Vixxo’s commitment to diversity and the fact great minds think differently. Introduce yourself.
About the Role
Under direction of the Manager, Director of Operations, the objective of the Team Lead is to be the primary liaison between a customer’s headquarters and Vixxo to ensure decisions regarding the account demonstrate we have a thorough understanding of their organization and are aligned with shared goals and objectives resulting in exceptional service, customer retention, and satisfaction.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Connect with customers and build appropriate rapport to have a thorough understanding of the needs, expectations, and requirement in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customers regarding the status of services, time estimations, and cost.
Review scope of work and pricing, negotiate rates and costa as necessary with a laser focus on customer cost reduction. Verify customer requirement have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.
Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs. Source prospective contractors as needed and complete Request for Contractor Coverage forms for contractor approvals.
Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements. Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs.
Monitor, manage and take action on customers’ scheduled and demand service requests ensuring service level agreements are consistently met.
Assist Level 1 and Level 2 employees with questions, provide guidance and take escalation calls.
Minimum 5 years’ experience in customer service, customer retention and/or business development.
Demonstrated experience in providing exceptional customer support in a fast-paced environment.
Excellent written and verbal communication skills.
Strong problem-solving skills and data analysis abilities.
Advanced knowledge of Microsoft Office products including Excel, Outlook, and Word.
Experience working with databases is a plus
Excellent interpersonal skills
Excellent time management skills
High degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success.
Previous experience working with Siebel and/or facilities maintenance a plus.
Previous team lead and/or supervisory experience is preferred.