Customer Care Team Lead

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Republic National Distributing Company (RNDC) is a family-owned business with roots extending before Prohibition that has evolved into one of the nation's largest wine and spirits wholesalers. Our success is grounded in our core values of Family, Service, Accountability, Honesty, and Professionalism. We offer a vibrant, inclusive culture and workplace experience for individuals who want a career that makes them feel accomplished and engaged. RNDC values the health and well-being of our associates, inside and outside the office, offering dynamic health and wellness benefits that supply exceptional care and value. RNDC is geared toward growing our footprint and our people. Join our team of energetic professionals who believe in many happy hours and are experts in our craft.

Summary

As a Customer Care Team Lead, you will play a crucial role in ensuring the smooth operation of our customer service team. Reporting directly to the Customer Service Supervisor, your primary responsibilities include leading, motivating, and coaching a team of customer care representatives to achieve performance targets and deliver exceptional service. The ideal candidate should possess excellent communication skills, strong leadership abilities, and a passion for enhancing customer satisfaction.

In this role, you will

• Lead, motivate, and coach the customer care team to achieve performance targets and provide outstanding service.
• Conduct regular team meetings to communicate updates, share best practices, and address challenges.
• Promptly and professionally address customer inquiries, concerns, and escalations.
• Monitor and analyze team performance metrics, implementing corrective actions for continuous improvement.
• Coordinate and conduct training sessions for both new and existing team members.
• Identify training needs and collaborate with the supervisor to develop relevant and effective training programs.
• Work with the supervisor to identify process gaps, recommending improvements for enhanced efficiency.
• Implement and communicate changes to standard operating procedures as necessary.
• Proactively seek feedback from team members to identify opportunities for process optimization.
• Analyze data to identify trends, areas for improvement, and opportunities for innovation.

What you bring to RNDC

• High School / Technical School
• Bachelor's degree from a four-year college or university preferred
• Two or more years related experience, of which includes Call Center or Team leadership work experience;
• or equivalent combination of education and experience

What's in it for you

• 401(k) with company matching
• Medical, dental and vision benefits*
• Paid Time Off Program - work your way up to 5 weeks of PTO a year with the ability to carryover unused PTO
• Paid volunteer time
• Paid parental leave
• Paid caregivers leave
• Fertility benefits
• Paid training
• Company paid life insurance, short-term disability, and company-paid holidays
• Associate resource groups, and diversity, equity, and inclusion programs available for all associates

• Participation in these programs is subject to applicable wait periods and all plan and program terms and eligibility

COVID-19 considerations: We follow CDC Guidelines and have a fun and safe environment for our teams.

Bonus if you bring

• Previous experience in the Wine and Spirits industry

Republic National Distributing Company and National Distributing Company are Equal Opportunity/Affirmative Action employers. It is our policy not to discriminate against any Employee or Applicant. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability. This policy of nondiscrimination in employment includes but is not limited to: recruitment, hiring, placement, promotion, transfer, employment advertising or solicitations, compensation, layoff or termination of employment. RNDC is committed to providing reasonable accommodation to people with disabilities throughout the job application and interview process, to the point of undue hardship.