Representative Customer Service Lead

Additional Locations:  
Requisition ID: 23921

REV Group (NYSE: REVG) is a leading designer, manufacturer and distributor of specialty vehicles and related aftermarket parts and services. REV serves a diversified customer base primarily in the United States through three segments: Fire & Emergency, Commercial and Recreation. REV provides customized vehicle solutions for applications including: essential needs (ambulances, fire apparatus, school buses, mobility vans and municipal transit buses), industrial and commercial (terminal trucks, cut-away buses and street sweepers) and consumer leisure (recreational vehicles (“RVs”) and luxury buses). REV’s brand portfolio consists of 30 well-established principal vehicle brands including many of the most recognizable names within our served markets. Several of REV’s brands pioneered their specialty vehicle product categories and date back more than 50 years.

The Customer and  Product Support Group Leader position is responsible for supporting the Customer and Product Support Manager in identifying and resolving customer service issues, resource planning, and talent development while ensuring that all day-to-day activities related to the call center are performed in a timely and cost-effective manner.

JOB RESPONSIBILITIES:

• Support Customer Service Manager with identifying, prioritizing, and completing customer service  activities requested
• Serve as initial point of contact for the call center team for direction and resolution
• Manage Escalated cases and reporting
• Coordinate resources, travel, and service work with all parties involved, internal and external
• Complete periodic assessments of job performance including annual performance reviews
• Identify, document, and implement opportunities for continuous improvement
• Prepare monthly, quarterly, and yearly summary reports illustrating appropriate metrics

• Communicate with cross-functional teams (engineering, materials, purchasing, sales) to resolve issues
• Make monetary and procedural decisions, within departmental guidelines to accommodate customer needs to avoid escalations
• Mentor/advise call center technicians to work to prevent escalation of CPS issues

• Work with Customer and Product Support manager and legal department to verify case direction when needed
• Support new and current team member activities – hiring, training,  performance, management, transfers, promotions and disciplinary processes
• Manage vacation approvals, time card approval, daily and weekly overtime, hiring, and training
• Motivate, coach, reward, and discipline associates being lead; resolve personnel issues
• Maintain a high degree of visibility and access to associates, stay up to date on overall activities of the team, identify problem areas, and take corrective actions when necessary
• Work in close proximity with customer, as needed
• Solve complex issues with minimal assistance
• Other duties as assigned

QUALIFICATIONS:

• Minimum of Three years experience in customer service
• CDL Class B certification preferred
• Project Management Professional certification preferred
• Self-motivated with the ability to effectively lead a team with minimal direct supervision
• Strong and consistent attention to detail
• Commitment to excellence and high standards
• Proven ability to defuse escalated situations
• Able to effectively prioritize and execute multiple tasks and projects in a high-pressure environment
• Proficient in Microsoft Office Suite
• Proven ability to perform subordinates’ duties and tasks
• Sound judgment with the ability to make timely, and sometimes difficult decisions
• Versatile, flexible, and a willingness to work within constantly changing priorities
• Strong:
  • Communication skills, verbal and written
  • Leadership attributes and interpersonal skills
  • Organizational, problem-solving, and analytical skills
  • Negotiation skills
• Willing to:
  • Maintain a flexible and extended work schedule as needed to accomplish objectives
  • Travel when needed

EDUCATION AND OTHER REQUIREMENTS: (Select education and/or other certifications that may be either required or preferred to perform the job)

WORK ENVIRONMENT:

KME and its employees have a passion to provide the safest, most reliable and highest performing emergency vehicles to serve our first responders in protecting our communities. KME has delivered over 10,000 vehicles to markets around the globe.

REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation or any other basis prohibited by law. REV Group also undertakes affirmative action to assure equal employment opportunity for minorities and women, for persons with disabilities, and for protected veterans.

NOTICE FOR CALIFORNIA RESIDENTS

Effective January 1, 2020, pursuant to the California Consumer Privacy Act of 2018 (as amended, the "CCPA"), if you are a California resident, you may have certain additional rights. Please click on the link for a description of those rights and how California residents may exercise them.