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Contact Center Team Leader (Evenings, 11:30a-8:00p) at Garmin International in Yarmouth, Maine

Posted in Admin - Clerical 30+ days ago.

Type: Full-Time





Job Description:

GPS Manufacturer/Distributor

We are looking for a full-time Team Leader to support our Customer Service & Billing Representatives at our office in Yarmouth, Maine.  In this role, you will lead a team of technical Customer Service and Billing associates who provide expert and timely help to customers. Other essential functions include:



  • Manages team performance and communicates achievements and areas for improvement




  • Recruits, develops and retains a high performing team




  • Maintains close communication with associates to identify and understand trends with customer questions and/or issues to drive improvement in Garmin products, support systems and processes




  • Creates an engaged environment that promotes ownership and accountability.




  • Maintains expert product knowledge and detailed knowledge of Garmin’s processes and guidelines




  • Aligns and communicates department objectives to team’s day-to-day activities




  • Effectively coaches, mentors and develops associates to achieve results




  • Handles escalated customer cases and ensures effective and timely resolution to customer’s issue




  • Partners with Human Resources for hiring, associate relations and performance reviews.




  • Recommends and/or implements improvements to products, processes and guidelines that improve productivity and enhances services for customers




  • Communicates with other departments to ensure orders and returns are processed and/or delivered to customers in a timely manner




  • Aligns and coordinates associate queue assignments and Paid Time Off (PTO) to ensure appropriate staff to help customers




  • Exemplifies Garmin’s Mission, Vision, Values & Quality Policy and proactively works to improve Garmin’s image and culture



Qualified candidates will possess an Associate’s Degree with a minimum of 3 years of demonstrated leadership experience. Other requirements include: 



  • Must possess previous leadership experience or demonstrated experience in leading, training, mentoring, and/or developing other team members with proven business judgement in decision making




  • Driven problem solver with proven success in technical trouble shooting with a sense of urgency and the ability to prioritize and multi-task in a flexible, fast paced and challenging environment 




  • Must possess demonstrated proficiency using Microsoft Office applications 




  • Must be team-oriented, possess a positive attitude and work well with others




  • Must be willing to work additional hours to ensure that department needs are covered 




  • Demonstrated ability to exercise sound discretion and independent judgment in making decisions




  • Demonstrated strong and effective verbal, written, and interpersonal communication skills including ability to adapt to differing communication styles and personalities with professionalism and a high level of customer service




  • Must possess a demonstrated ability to grasp new concepts quickly



Garmin International is an equal opportunity employer.  Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran’s status, age or disability.





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