Team Lead, Client Support

Join the Nation’s premiere brand for bath and kitchen and discover a luxury work experience where diverse ideas are met with enthusiasm, and where you can be challenged to learn and grow to your full potential.

The Team Lead, Client Support is an important new role, supporting the company’s streamlined service model! This position will provide superior customer service within established company guidelines and procedures and will support the sales efforts of a designated region within our Residential Sales Channel; managing non-client facing sales support tasks for order management and solving escalated client issues, all while elevating the service experience. The Team Lead will work closely with the region’s Manager and Client Support Specialists to prioritize daily work, regional reporting/metrics, and take part in ongoing training effort for Client Support team in the region.

The right candidate will approach the role with a mindset for process improvement, and will ensure delivery of an elevated and streamlined service experience for clients and supported showrooms.

True to Waterworks roots, we value and cultivate long-standing relationships with our clients and our associates. We work in a highly collaborative, creative environment that values each associate’s contribution toward delivering beautiful, innovative, luxury products while providing superior customer service. We offer our associates training on all three brands under the Waterworks umbrella, career growth opportunities, competitive salaries, bonus potential, and a comprehensive benefits package including 401k.

Primary Responsibilities:

• Provides dedicated support for the Client Support Specialists within a specified/regional group within the Residential Sales Channel:
  • First point of escalation for complex service issues
  • Delivery or freight challenges
  • Product Issues/Challenges – damages, product issue, replacement need, special items, item challenges
  • CSS Ticket Management – Prioritize top client’s current projects, insuring timely response & ticket closure, working closely with Technical Support Team as needed to address open incidents
  • Slabs from order placement through to delivery
  • Elevated service needs for large or special projects
• Deliver exceptional Customer Centric Project Management to Internal & External Customers.
• Works closely with regional manager to supervise Client Support team and the region’s workload
• Respond to client inquires in a timely and professional manner.
• Adhere to team guidelines and values.
• Submit requests for RMA (Returns), Credit Memo, Transfer of Funds, or Refund of Funds for accommodation or replacement orders, in accordance with company policy.
• Enter Technical Support tickets through CSS as needed.
• Assisting the Client Support Specialist in all order management responsibilities for all assigned showroom open orders
• Follows company guidelines around email management
• Completes daily reporting for assigned region
• Responds and acts according to complete work overflow for region
• Partners with internal and external clients to resolve service escalations/issues
• Other responsibilities to support the client experience / order management as assigned

*strong internal candidates identified

Required Skills

Experience/Skills:

• 3+ years administrative or project management experience
• Ability to manage multiple tasks and priorities
• Proficient in Microsoft Office
• Service mindset
• Strong organization and prioritization skills
• Strong written and verbal communication skills
• High attention to detail and follow-through
• Must be able to support showroom business hours in supported region’s timezone
• Solution oriented with the ability to proactively trouble shoot and resolve issues
• Works collaboratively and builds relationships with cross functional partners to enhance service levels
• Supervisory experience a plus
• Passion for service, interior design, luxury a plus
• strong internal candidates identified