Job Information
Mom's Meals Lead Customer Care Representative in Des Moines, Iowa
Position SummaryThe Lead Customer Service Representative is responsible for assisting the supervisor on the Support team with improving Representative and team performance, providing support to Representatives during new hire training, handling escalated phone calls, reship requests, and supporting the Customer Care Representatives. This position will be in office (Ankeny or Fleur) and will work 9:00am-6:00pm .Position Responsibilities may include, but not limited to
Assist supervisor with identifying individual and team performance trends
Provide performance coaching in partnership with supervisor
Pull and review calls to aid in issue resolution and coaching opportunities
Provide follow up training to individuals and teams as needed
Answer any questions/concerns from Customer Care or Intake regarding client accounts or internal practices/processes
Provide Representatives guidance to de-escalate clients and handle the calls directly as needed
Provide support for new hire training as scheduled
Work email inboxes for client emails, phone rep emails and intake emails
Participate in Monthly Survey Calls
Work assigned tasks in CRM
Approve working Reships as needed
Required Skills and Experience
High School Degree or equivalent education and experience
In-depth knowledge of Mom's Meals Customer Care policies and procedures
Advanced computer skills - Microsoft Office Suite, with focus on Word, Excel, Outlook, and PowerPoint
Excellent verbal, telephone, and written communication skills
Effective decision making ability regarding day-to-day issues
Ability to handle sensitive situations with discretion
Consistently demonstrate Mom's Meals Core Values
Professional, positive, and enthusiastic attitude
Strong attention to detail and outstanding judgment
Excellent listening and feedback skills
Ability to work well in a team environment
Strong analytical skills
Exceptional problem-solving and decision making skills
Above average dependability and attendance
Ability to handle sensitive situations with discretion
Self-motivated and task oriented
Preferred Skills and Experience
- Six months of experience in Mom's Meals Customer Care
Physical Requirements
Repetitive motions that include the wrists, hands and/or fingers
Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Company Overview
Mom's Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide for over 25 years. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom's Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others.
EEO
Mom's Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.