CustCare Team Coach - Omnichannel
Build a better career with MSC.Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE (https://youtu.be/VvCFDMQRyM8) to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.Requisition ID :15348Employment Type :Full TimeJob Category :Customer CareWork Location :Reno, NV (Whse)State or Province :Nevada (US-NV)Potential Work Location :BRIEF POSITION SUMMARY: The Customer Care Team Coach will partner with the local leadership team to provide coaching, guidance and support with associate development, administrative duties and the daily operations of the customer care center. The ideal candidate will be an intentional learner with strong situational adaptability to lead the execution of company initiatives across departments.DUTIES and RESPONSIBILITIES:
Assists Customer Care Supervisors with training associates on departmental procedures and monitor the progress.
Assists the leadership team in executing the daily operations of the customer care center to meet key performance areas are achieved.
Provides associates coaching to resolve customer issues, increase their product knowledge and identify the most effective/efficient sources of information.
Resolves escalated customer concerns and communicate solutions to leaders to ensure the most effective and lasting resolutions.
Provides customer service, in accordance with MSC standards to ensure customer satisfaction, loyalty and revenue growth.
Focuses on generating consistent sales growth through effective regulation to close the sale.
Handles various technical issues with limited assistance for both inbound voice and e-mail related questions.
Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
Participation in special projects and performs additional duties as required
INDICATES ESSENTIAL DUTIESTo perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.EDUCATION and EXPERIENCE:
High school diploma or equivalent required.
Perform successfully as a Customer Care Omnichannel Representative for a minimum of six months, while consistently meeting or exceeding Quality expectations.
JOB DESCRIPTION
JOB TITLE: CustCare Team Coach – Omnichannel
SKILLS:
Excellent customer service skills required.
Demonstrated sales skills required.
Proficiency in systems used by the Representative, Customer Care - Omnichannel role, such as as/400, Oceana and the MSC website required.
Excellent communication skills required including the ability to speak and write standard business English required.
Bilingual ability (Spanish or French) desired.
General knowledge of the industrial supply industry desired.
Demonstrates acceptable proficiency in all MSC’s required competencies:
Customer Focus
Decision Quality
Drives Collaboration
Develops Talent
Communicates Effectively
Instills Trust
OTHER REQUIREMENTS:
This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).
Compensation starting at $39,410.00 - 61,930 depending on experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change .
Why MSC? People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.
When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.
Equal Opportunity Statement: At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE (https://jobs.mscdirect.com/content/Acknowledgement/?locale=enUS&previewLink=true&referrerSave=false) to review.