Jostens Jobs

JOB TITLE: Client Services Team Leader

LOCATION: SPI

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Item

Responsibility/Function

%Time

1

Serve as the first level of contact and support for employees in partnership with Supervisor

• Provide training for order entry and client services as applicable

• Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale

• Assist supervisor with staffing plans for optimal efficiency within the department

• Assist supervisor with preparation of annual performance reviews

• Provide coaching, feedback and mentoring to employees as needed

• Handle and resolve escalated customer issues

• Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates and new program information as necessary

• Assist supervisor with creating and implementing plan for high quality standards to ensure quality is maintained

• Review 3 times a day Region voicemail for follow up

• Schedule with other leads during peak season including evening/weekends when necessary.

• First point of contact for the team when Supervisor is not in the office

• Other duties as assigned by Supervisor

70%

2

Monitor and review individual and group performance to ensure work is of the highest quality

25%

3

Participate in continuous improvement efforts and act as liaison to other areas of the company as appropriate.

5%

JOB REQUIREMENTS/SPECIFICATIONS: Note that (i) computer literacy and working-level skill with the basic MS Office suite (Word, Excel, Outlook, Explorer), (ii) good verbal and written communication skills, (iii) good interpersonal skills, and (iv) the ability to work well both individually and in a team environment are default requirements for all Jostens exempt and salaried nonexempt employees.

Required:

• High School degree or equivalent customer service/order processing experience

• 6 months minimum of Neff experience

• Schedule Flexibility

• Ability to coach and mentor people as well as maintain confidentiality

• Excellent verbal and written communication skills

• Able to work independently as well as part of a team to achieve goals and meet crucial deadlines

• Strong organizational, planning and follow-up skills as well as the ability to exercise sound judgment in decision making

• Detail oriented, accuracy in dealing with data and systems

• PC skills to include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes

• Strong interpersonal and communication skills with ability to coach and mentor performance

• Ability to multi-task in a detail oriented data and systems driven environment.