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Shift Team Leader, Customer Service

With limited supervision the Shift Team Leader functions as a point person during their assigned shift or for an assigned task. They are responsible for the overall department efficiencies & service level during their time at the Team Leader desk. In addition, they are accountable for the service, quality, and efficiencies of an assigned area or areas within the department.

Essential responsibilities

Shift Point Person/Resource

Responsible for:

  • Rotating through the monitoring of the Task and department service level responsibility during assigned shifts.
  • Answering customer and Customer Service Representative questions or concerns.
  • Acting as employee supervisor during assigned shift ensuring acceptable behavior and performance, which meets expectations. This includes providing immediate feedback to address inappropriate behavior, poor service, and authority to send someone home.
  • Communicating with other department leaders on staffing shortages & overages during your shift.
  • Effectively completing necessary opening or closing procedures
  • Notifying other department heads of system problems during your shift.

Assigned Area/Areas

  • Initial and ongoing training of employees on the team for tasks specific to your area/areas of accountability (i.e. education, baker’s tasks, task delegation, scheduling, project coordinator, web, gourmet)
  • Creation and maintenance of training guidelines and necessary resources for tasks specific to area/areas of accountability.
  • Identify and communicate to the Customer Support Supervisor, opportunities for, roadblocks to, and suggestions for improving service, quality, and efficiencies in your area/areas of accountability.
  • Tracking the group’s performance and reporting to the Customer Support Supervisor as requested.
  • Effectively guide the assigned group for your area/areas of accountability in a positive and supportive manner.
  • Act as a resource and problem solver for issues within your area/areas of accountability.
Supporting Continual Improvement & Teamwork
  • Raise issues and propose action steps to Customer Support Supervisor to improve department service, efficiencies, morale, communication, etc…
  • Support the implementation of required changes in policies & procedures
  • Communication with other T/L’s and Customer Support Supervisor on day-to-day issues and decisions during and following shift.
Leadership, training, and staff development
  • Initial and ongoing training of employees on the team for tasks specific to your area/areas of accountability (i.e. education, baker’s tasks, task delegation, scheduling, project coordinator, web, gourmet)
  • Creation and maintenance of training guidelines and necessary resources for tasks specific to area/areas of accountability.
  • Identify and communicate to the Customer Support Supervisor, opportunities for, roadblocks to, and suggestions for improving service, quality, and efficiencies in your area/areas of accountability.
  • Tracking the group’s performance and reporting to the Customer Support Supervisor as requested.
  • Effectively guide the assigned group for your area/areas of accountability in a positive and supportive manner.
  • Act as a resource and problem solver for issues within your area/areas of accountability.
Experience/qualifications/requirements
  • 1-2 years experience in a customer service related field

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