JOB TITLE: Client Services Team Leader - Graphic Design Location: SPI Santiago SCHEDULE: 7:00 AM - 4:30 PM GENERAL DESCRIPTION OR PURPOSE OF JOB: As the direct line of support to the Client Services Supervisor, this role provides daily support and contact to customer-facing employees, including training, coaching, and mentoring while promoting and maintaining a positive work environment. Provides help and assists in all the activities related to the department. RESPONSIBILITIES / ESSENTIAL FUNCTIONS: Item Responsibility/Function %Time 1 + Serve as the first level of contact and support for employees in partnership with Supervisor + Provide training for order entry and client services as applicable + Responsible for creating and maintaining an environment that promotes positive communications within the department as well as fostering teamwork and bolstering employee morale + Assist supervisor with staffing plans for optimal efficiency within the department + Assist supervisor with preparation of annual performance reviews + Provide coaching, feedback, and mentoring to employees as needed + Handle and resolve escalated customer issues + Facilitate staff meetings on an as-needed basis and disseminate information to personnel regarding process changes, process updates, and new program information as necessary + Assist supervisor with creating and implementing plan for high quality standards to ensure quality is maintained + Review 3 times a day. Region voicemail for follow-up + Schedule with other leads during peak season, including evenings/weekends when necessary. + Served as the first point of contact for the team when the Supervisor is not in the office + Other duties as assigned by Supervisor 50% 2 + Monitor and review individual and group performance to ensure work is of the highest quality by conducting audit processes to (Jneff / CQM). 20% 3 + Participate in continuous improvement efforts and act as liaison with the department manager and other areas of the company by helping in the development and implementation of new projects. 30% Required: + High School degree or equivalent customer service/order processing experience + 1 year minimum of Neff experience + Schedule Flexibility + Ability to train people. + Experience supervising and leading people. + Proven skills on process improvement. + Ability to coach and mentor people as well as maintain confidentiality. + Excellent verbal and written communication skills. + Able to work independently as well as part of a team to achieve goals and meet crucial deadlines. + Strong organizational, planning, and follow-up skills as well as the ability to exercise sound judgment in decision making. + Detail oriented, accuracy in dealing with data and systems. + PC skills to include a working knowledge of Microsoft Suite applications and adaptability to system updates and changes. + Strong interpersonal and communication skills with the ability to coach and mentor performance. + Ability to multi-task in a detail-oriented data and systems-driven environment.