Customer Service Team Lead

We make a web-based inventory and purchasing system used by independent restaurants, breweries and small food manufacturers. Most engineers work remotely and come into the office one week a quarter for planning.

About the role

Pinecrest Apps is hiring for its Orders team in Joliet. Full-time and part-time shifts available. Remote position. Most of the team is in New York City, but nobody is required to come in.

Responsibilities

• Meet targets for handle time, quality score and customer satisfaction.
• Update customer records accurately.
• Answer inbound calls, live chats and emails from a queue.
• Follow scripts and required disclosures on recorded lines.
• Look up orders, accounts and shipping status in the CRM and order system.
• Complete required training and quality coaching sessions.
• Call customers back on open issues within the promised timeframe.
• Document every interaction in Zendesk or Salesforce Service Cloud.

What you need

• 8-10 years of customer service, retail, hospitality or call center experience.
• Able to sit at a workstation and wear a headset for a full shift.
• Basic computer skills (Windows, Outlook, web browsers)
• High school diploma or GED.

Preferred

• Knowledge of e-commerce order systems such as Shopify.
• Zendesk, Five9 or Genesys experience.
• Prior billing or insurance call center work.
• Chat support experience.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

Pay range: $26.00 to $30.00/hr. Final offer will depend on experience.

Benefits

• Health insurance.
• 401(k) with 4% match.
• Paid holidays.
• Weekly pay.
• Paid sick leave.

Please include a short note on why this role interests you.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Pinecrest Apps.