Generac Power Systems

Customer Support Team Lead

1 month ago(12/20/2017 12:21 PM)
Job ID
# of Openings
Sales Support


The Customer Support Team Lead is responsible for the day-to-day hands-on supervision of the Customer Support Team. This position plays a key role in the motivation and development of personnel and is instrumental in creating and maintaining best practices. The Customer Support Team Lead manages daily work volume for the Customer Support Team and ensures goals are met. The role manages escalated customer issues and follows them through to resolution.


Essential Duties and Responsibilities:

  • High proficiency with Microsoft Office Suite (e.g., Word, Excel, Outlook);
  • Intermediate computer skills;
  • Excellent verbal and written communication skills;
  • Good presentation skills;
  • Strong customer service skills;
  • Excellent problem-solving skills;
  • Ability to keyboard 40 WPM while on the phone with customers;
  • Ability to provide customer friendly etiquette;
  • Ability to evaluate a situation objectively and review situations in a supportive and empathetic manner;
  • Ability to troubleshoot issues, offer accurate information;
  • Ability to work independently with a high attention to detail;
  • Availability to work various shifts;
  • Accurate grammar, punctuation and spelling;
  • Enthusiasm and a “can do” attitude.


Basic Qualifications:

  • High School Diploma or equivalent required;
  • 2 – 5 years of customer support experience;


Preferred Qualifications:

  • Associates or Bachelor’s degree in related field;
  • Previous training, mentoring, or lead experience;
  • Bilingual
  • Previous issue resolution experience;
  • Experience managing a high volume of work with effective time management skills;
  • Previous new hire training experience;
  • Previous coaching/performance review experience;

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls.  The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend or reach above the shoulders.  The employee must occasionally lift up to 25 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.


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