Customer Service Lead San Francisco, CA (Emeryville)

Job Details
Job Location
San Francisco CA - Alameda, CA
Salary Range
$21.24 - $29.59 Hourly
Description
About BearCom:

• Largest Distributor of Wireless Voice, Data, and Video Solutions in North America
• 40+ Years Industry-Leading Experience
• Partnerships with Motorola, JVC Kenwood, Avigilon, +More
• 75+ Branches Across North America

As the Customer Service Leader, you will provide quality and efficient customer service to all BearCom internal and external customers. You and your team are the centralized front door into BearComs voice, video, and data solutions set, and are directly responsible for customer satisfaction. By maintaining and delivering a great customer experience you and your team help secure our existing business and provide us with the opportunity to grow our business with current and prospective customers.
Responsibilities:

• Identify customer service opportunities for the account team and across the broader organization
• Perform extensive research and interaction with multiple departments to resolve problems.
• Effectively monitor and manage a team of customer service representatives.
• Determine appropriate measurements and KPIs for customer service organizations.
• Develop an overall customer service strategy and determine resource requirements for optimal performance.
• Make difficult personnel decisions based upon individual performance and company need
• Participate in special projects as requested.
• The position reports directly to the General Manager

• Must be familiar with principles of Supply Chain Management, especially as it relates to management service supplies and rentals
• Must have previous experience dealing with customers, handling customer issues, and refine/develop/implement processes to support customer satisfaction.
• Assist in and/or develop cost management programs and processes consistent with corporate and branch goals and objectives.
• Must possess knowledge of and be able to utilize and/or develop reporting and analytical tools in support of branch operations using Excel
• Must have a valid drivers license and proof of insurance.
• Drug screenings and background checks are part of the hiring process, which may include a Motor Vehicle Record check.

Benefits:
BearCom wants to elevate your professional growth! We place high value in investing in the development of our team members and advancing your technical capabilities. BearCom can provide extensive on-the-job training, and covers all fees associated with most professional certifications.
You'll also receive:

• Highly Competitive Compensation
• Medical, Dental, and Vision Insurance
• Company-Paid Life, Short/Long-Term Disability Insurance
• Paid Holidays
• Generous Paid Time Off
• Matching 401k Plan
• Use of Company Vehicle
• Employee Referral Bonus
• Tuition Reimbursement

BearCom is proud to be an equal opportunity workplace free from discrimination and harassment. We seek to recruit and retain the most talented people from a diverse candidate pool and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other disability protected by law. All employment is decided based upon qualifications, merit, and business need.