Here at BlueTriton, we are the name behind your favorite bottled water brands and home-delivery service – we are all about hydration. With trusted brands that put smiles on customers’ faces no matter the occasion, BlueTriton plays an important role in the flow of everyday life. As we work to build something different, something better, what we do is more important than ever. With our deep commitment to helping make a positive impact for generations to come, we welcome those with a thirst and desire to inspire fresh, bold ideas that create change and have the tenacity and grit to do what’s right for our people and our communities. BlueTriton is not only a place to build a career you can be proud of but can also provide you with the opportunity to be fiercely good.
We have a team of brilliant individuals who come to work every day to challenge one another, reimagine hydration and help grow our business. Quench your thirst with exciting possibilities when you join us for a fiercely good career doing work that matters.
ReadyRefresh brings hydration that supports a healthy lifestyle, convenience that preserves precious time and sustainability to help improve our world. As a Certified CarbonNeutral® Company and a leader in reusable packaging, ReadyRefresh is proud of its role in helping conserve natural resources and reduce waste by delivering healthy hydration to our neighbors, businesses, and communities in reusable bottles which are collected, sanitized and refilled. Our ReadyRefresh branches and warehouses are where our unrivaled portfolio of popular brands of water products begins its journey to the customer. Joining BlueTriton within our ReadyRefresh Team requires grit and determination - and we believe the rewards are worth the effort: a business you help shape, a supportive team you learn from, and the chance to have a positive impact in which you can truly be proud. Job Description
The primary role of a Customer Experience Team Leader (CETL) is to support and develop a frontline team of associates that field sensitive incoming calls from existing residential and commercial customers. The CETL leads a team of Customer Experience Representatives that are responsible for resolving complex escalated calls, quality concerns and social media concerns. Reporting to the Senior Leader Customer Service, the CETL guides individuals toward goal achievement while ensuring customer satisfaction in every interaction.

Functional & Strategic Responsibilities include but are not limited to:

• Use customer experience results to design and deliver targeted training and improve associates’ overall performance
• Monitor calls on a weekly basis and provide timely feedback to associates
• Create and implement incentive programs by building business cases to maximize effectiveness and motivate performance
• Review department practices/procedures and recommend improvements and Knowledge Base updates
• Intervene and handle the most sensitive escalated issues and customers problems on an as needed basis
• Collaborate with different business functions to resolve sensitive issues and ensure customer satisfaction
• Partner cross functionally with senior leadership
• Ability to maintain confidentiality in highly sensitive situations
• Coordinate work activities to meet operational requirements based on anticipated call volume
• Create and maintain reporting of team KPIs and generating other reports as business needs dictate
• Recognize and recommend operational improvements
• Lead strategic initiatives and complete project work according to business need (i.e. Organization Health, Customer Service Week, employee engagement activities
• Pilot testing for the business and reporting critical data
• Present business reviews for visitors to CEC including members of the Executive Team

Supervisory Responsibilities include but are not limited to:

• Responsible for leading, developing and motivating a team of 25 or more Customer Experience Team and Customer Service associates
• Responsible for day-to-day applications of departmental policies and procedures
• Ability to effectively manage human resource issues such as time and attendance, recruiting/hiring, and performance management, including any and all sensitive employee relations issues
• Coach and develop employees in weekly 1:1s and other informal coaching methodology
• Conduct full cycle total performance management including Mid-Year and Year End reviews
• Frontline employee development to help build bench for Team Lead role and for other promotional opportunities Qualifications

Qualifications:

• Bachelor's degree preferred
• 1-3 years of previous supervisory experience in a call center environment preferred
• Strong problem solving and analytical skills
• Ability to work independently and as part of a team
• Ability to work well in a high volume/fast-paced environment
• Excellent organizational and time management skills
• Excellent written and oral communications skills
• Detail-oriented, able to multitask and meet deadlines
• Strong computer skills including Microsoft Office suite
• Previous customer service experience required
• Telecommunication workforce management tools, predictive dialing equipment, CTI and other related inbound technology and associated phone switch reports preferred
• Previous experience with accounting and timekeeping

BlueTriton Brands is proud to be an Equal Opportunity and Affirmative Action employer, seeking to create a welcoming and diverse environment . We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. BlueTriton Brands is committed to providing reasonable accommodation for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please contact us at BlueTritonHR@bluetriton.com
BlueTriton Brands offers an unrivaled portfolio of water brands for healthy hydration, including Arrowhead®, Deer Park®, Ice Mountain®, Origin™, Ozarka®, Poland Spring®, Zephyrhills®, AC+ION® Alkaline Water, Splash Blast® Flavored Water Beverage, Splash Fizz® Flavored Water Beverage Saratoga® and Pure Life® Purified Water.


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