Lead Customer Service Representative

Thermo Fisher Scientifics Mission is to enable our customers to make the world healthier, cleaner and safer. We are fulfilling this Mission every day by helping customers around the world respond to global pandemics, find cures for cancer, deliver better healthcare outcomes, protect the environment, make sure our food and water are safe, and develop other scientific breakthroughs that improve millions of lives around the world. As a member of the team, your work will have a real-world impact!

How will you make an impact?

As a Customer Service Group Leader (GL), you will be driving your success by proactively supporting our customer service colleagues and delivering exceptional customer experience. Successful colleagues in this role are confident decision makers, enjoy problem solving, have technical proficiency, exhibit and promote 4i Values, and have a passion for providing outstanding assistance to their customers via inbound and outbound phone calls, email, and live chat.

What will you do?

Key Responsibilities:

• Provide support to our Customer Service colleagues by leading coaching sessions, performing live monitoring and mentorship
• Embrace Practical Process Improvement (PPI) to create strategies for improvements
• Participate in continuous learning and career development
• Identify trends and areas of opportunity to create best practices
• Answer team members' questions, troubleshoot and support our team members in facilitating communication assistance
• Follow established performance metrics including but not limited to CEA standards, conformance, occupancy, and follow-up on all action
• Ensure team reports are pulled and reviewed daily
• Assist in working to increase productivity and efficiency where applicable

How will you get there:

Education

• High school graduate or equivalent, bachelors degree preferred, or a similar combination of education and experience

Experience

• Demonstrate leadership qualities that embody “One Team, One Goal”
• 4+ years of experience in customer service role; customer call center experience a plus

Knowledge, skills, and abilities

• Proficient in the basic use of PCs including Microsoft Office, Internet Explorer and strong typing skills as well as able to work in multiple systems concurrently using multiple monitors
• Dedication to colleague support by maintaining composure and positive demeanor during difficult conversations
• Support the organization to an evolving workforce with frequent changes
• Ability to prioritize work to remain on task and address escalations in real time
• Strong written and verbal communication skills with the ability to follow policies and procedures consistently and independently
• Strong understanding of metrics and overall business/cross-functional awareness
• Attention to detail, accuracy, and strong decision making and problem-solving skills
• Organizational skills, time management skills and ability to multitask