We are looking for a motivated and experienced Customer Service Lead to manage and guide a team of customer service representatives in a dynamic call center setting. This position is based in Grand Rapids, Michigan, and offers the opportunity to work in the machinery manufacturing industry. As a Contract to permanent role, it is ideal for individuals seeking a long-term career path with growth potential. In this role, you will oversee daily operations, drive performance excellence, and ensure customer inquiries are handled swiftly and with attention to detail.<br><br>Responsibilities:<br>• Lead and inspire a team of customer service representatives, fostering a positive and productive work environment.<br>• Oversee multiple customer service queues to ensure efficient and prompt handling of inquiries.<br>• Conduct regular team meetings, coaching sessions, and performance evaluations to support skill development.<br>• Resolve escalated customer issues with attention to detail and timeliness.<br>• Monitor service levels and call queues to ensure adherence to brand standards and service level agreements.<br>• Develop and implement training programs to enhance team skills and familiarity with company policies and products.<br>• Assist in creating and maintaining Standard Operating Procedures (SOPs) for operational consistency.<br>• Manage departmental reporting, warranty claims, and brand website listings.<br>• Collaborate with cross-functional teams to ensure smooth execution of projects and operational tasks.<br>• Support operational processes such as product returns, order audits, and system training for service partners.
We are looking for a dedicated and experienced Client Services Associate to join our team in Portage, Michigan. In this role, you will play a pivotal part in supporting our Client Service Managers while delivering exceptional service to our clients. The ideal candidate will be highly organized, detail-oriented, and capable of working independently to ensure client satisfaction.<br><br>Responsibilities:<br>• Collaborate with the investment team to prepare portfolio recommendations and documentation for client meetings.<br>• Participate in client meetings and manage follow-up tasks to ensure seamless communication.<br>• Facilitate the onboarding process for new clients by collecting necessary information and completing required paperwork.<br>• Update and maintain client records in the organization's system, ensuring all data is accurate and current.<br>• Process client requests promptly and accurately, including beneficiary updates, address changes, account transfers, required minimum distributions (RMDs), and money movements.<br>• Execute trades based on recommendations provided by the investment team.<br>• Coordinate with custodians, fund companies, and other financial institutions to address transactions and resolve account-related issues.<br>• Input client information into financial planning software and assist in the analysis and preparation of presentations.<br>• Uphold strict confidentiality of client information and comply with all regulatory standards and guidelines.
