Customer Service Specialist - Lead

Come join us at Darling Ingredients www.darlingii.com/ -- we repurpose & reuse rather than discarding what others might consider as waste. We capture valuable ingredients and nutrients to help maximize what nature has to offer, providing components for a wide range of products, including pet food, fertilizer and biofuel.

Please check out our story to find out more about all we do at Darling Ingredients!

Job Summary

This leadership role within the Customer Engagement Center helps with the coordination, communication, and resolution of services for our Restaurant Services' customers. These services include Used Cooking Oil Removal, Fat & Bone Collection, and Grease Trap services. Our goal is to provide a winning customer experience!

Essential Duties/Responsibilities

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

• Provide leadership support for the Customer Service Manager and Specialists
  • Assist with management of team member schedules to ensure coverage for each area of responsibility.
    • Adjust team members' schedules to provide immediate support to our customers.
  • Participate in training and coaching efforts.
  • Participate in reviewing of recorded calls.
  • Produce various reporting.
  • Help monitor KPI dashboards and lead employees to acceptable standards.
  • Provide weekend and holiday leadership.
• Provide service support to the Dar Pro Solutions' operations and customers:
  • Participate in the Customer Service inbound call queues on high call volume or low staffed days.
  • Handle call escalations with customers and plants.
• Handle special Customer service projects as they are assigned.
• Provide departmental assistance as directed.
• All other duties as assigned.

Minimum Qualifications

• High school diploma or GED required.
• 4 Years of Customer Service experience including resolving customer complaints and promoting conflict resolution

Preferred Qualifications

• Bachelor's Degree
• Excellent verbal and written communication skills required to quickly resolve issues with customers and Darling management.
• Ability to multi-task in a dynamic business environment
• Ability to deliver value message to customer and gain new business.
• Ability to research and nurture potential opportunities.
• Critical thinking skills
• Self-motivated, enthusiastic, positive attitude
• Highly organized: superior time management skills

Physical Demands

• Frequently required to sit, reach with hands and arms
• Occasionally walk, stand, balance, stoop, bend and kneel.
• Occasionally must push, pull, move or lift to 10 lbs.
• Regularly requited to reach with hands and arms.

Work Environment

Job functions will be carried out in an office environment, occasionally customer location or other location.

Darling Ingredients Inc. is an equal opportunity employer and considers qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or, protected veteran status. EEO is the Law: If you would like more information, please click on the link : http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf