• Team Lead, Customer Service

    Requisition ID
    2019-13446
    Requisition Post Information* : Post End Date
    Full-Time
  • Overview

    Tractor Supply Company (TSCO), the largest retail chain of rural lifestyle products in the United States, is dedicated to enhancing our strong company culture built on our team members’ commitment to our Mission and Values.  With over 1,700 stores in 49 states and an innovative e-commerce platform, Tractor Supply ranks in the Fortune 400 with revenues of $7 billion and growing! Come grow your career with us as we serve those who live “Life out Here”!

     

    This position is responsible for providing excellent customer service and sales support for stores, in-store customers, and online customers resolving all customer service issues to satisfactory resolution.  This includes addressing questions related to store policy/procedure/operation, online order status, merchandise features & use, and uncovering customer needs to facilitate online customer upsell.  The team member engages every Tractor Supply Company customer via phone, email, website, mail, social media, or other communication venues.

    Responsibilities

     

    • Oversees customer service calls that come in writing, by phone, or by email
    • Oversees District Manager/Store compliance to customer comments
    • Oversees compliance of Customer Resolution Team
    • Follows through with any research or additional contact to ensure customer complaint or query is resolved
    • Distributes customer service reports as needed
    • May perform other duties as assigned *

    Qualifications

     

    High school education or equivalent (college degree helpful)

    • Must have Customer Service Resolution experience
    • Must possess strong communication (verbal, listening, and written) and interpersonal skills
    • Must have knowledge of customer service standards and procedures
    • Must have the ability to work as a part of an Operations team focused on servicing our customers and improving the efficiency of all Operations functions as well as having the ability to work independently
    • Must have the ability to handle conflict positively and work in a fast paced environment
    • Must demonstrate strong problem solving and multi-tasking skills
    • Must have ability to work some nights and weekends
    • Must have the ability to coach and reinforce confidence and skill levels of other Team Members

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