Customer Care Lead Representative-8:00am – 4:30pm EST Position Available In Rutherford, Tennessee

• 8am-4:30pm EST Shift
• This position can be a remote schedule/Hybrid preferred: (Remote working option expectation is to provide professional and responsive service and support, regardless of working remotely. Those working remotely understand that they will be held to the same work standards and expectations as if they were working in a physical company office).
• Monday-Friday (No Weekends)
• The Customer Care Lead Representative role is a vital link between our end-user customers, both with and without a servicing distributor, and the Customer Service leadership team.

They will work closely with the leadership team to identify problem areas and opportunities and work collaboratively with internal teams to ensure the best possible experience for our customers. They will be proactive in observing day to day activities of the Customer Care team and ensuring expectations are being met while coaching and guiding the team towards the common goals of high-quality interactions in all aspects. They will be expected to be the subject matter expert in all policy and procedures, with a coach-first mindset.

• Key Responsibilities:

• + Daily monitoring of team activities ensuring we are meeting department KPI’s + Perform call quality reviews and provide coaching when appropriate + Lead new hire training of policies and procedures + Maintain a professional and team orientated work environment where everyone works towards common goals + Look for opportunities to provide proactive feedback to the leadership team and quickly provide reactive feedback when new issues arise + Handle escalated interactions and provide feedback to the CSR and Supervisor when complete + Identify and solve complex issues while meeting business expectations and customer expectations + Handle inbound call volume as required to meet department KPI’s •

WHO YOU ARE

(Qualifications)

• + Ability to handle incoming customer phone calls as a primary function of the position + Ability to coach and mentor others + Advanced PC skills and knowledge of Matco specific software and systems + Professional verbal and written communication skills + Maintain a character of honesty and integrity + Ability to understand customer issues, problem solve and determine a course of action for resolution while maintaining a positive experience for the customer + Ability to learn quickly on the job + Ability to multi-task without sacrificing a positive customer experience + Curiosity that drives root cause analysis The base compensation range for this position is •$21.

77-$29.95 per hour•. Your actual base salary will be determined based upon numerous factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.$45.760 per year but the recent Vontier partners with you and your family on your health and wellness journey. Visit VontierBenefits.com to view our benefits. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability and life insurance. With programs for family planning from Maven Clinic to managing diabetes like Livongo, coverage for women’s health, support for adult and elder care, paid parental leave, a generous 401(k) plan with matching company contributions, and more. Vontier is here for all stages of life. We also offer paid time off up to 120 hours, 12 paid holidays (including 4 floating holidays) per year and paid sick leave.

• Disclaimer:

• The salary, other compensation, and benefits information is accurate as of the date of this posting. Sick leave amount may vary based on state or local laws applicable to the applicant’s geographic location. The Company reserves the right to modify this information at any time, subject to applicable law.
• #LI-KS1
• #LI-Remote or #LI-Hybrid

• WHO IS MATCO

• Matco Tools, a wholly owned subsidiary of Vontier Corporation, is a distributor of quality professional automotive equipment, tools, and toolboxes.

Matco began operation in 1946 and, since 1979, has sold products directly to professional mechanics, enthusiasts, and those who value quality tools through a network of independent franchised mobile distributors who operate in all 50 states, Puerto Rico, and Canada. Products are also sold to central purchasing operations and other institutional customers through industrial sales representatives and via the internet. Matco is a franchising company, a distribution company, a financing company, a manufacturer of industry leading toolboxes, and a leading supplier of automotive technology solutions employing approximately 600 associates in the United States, Puerto Rico and Canada. For more information on Matco Tools, visit www.matcotools.com .

• BENEFITS

• Annual bonuses/incentives (depending on position) Immediate company benefits (medical, dental, vision, life, etc.

) 401k with company match 401k defined contribution after 1 year of service High level of employee engagement Walking path and gym equipment onsite Food trucks on site during the summer Dress for your day – every day casual/jeans Employee discounts 15 days vacation + 4 floating holidays + 8 paid holidays Paid maternity & paternity leave Tuition reimbursement Student loan payment assistance Hybrid work environment (2 days remote) Annual Day of Caring for employees to volunteer Discounts on tools Annual team building events

• WHO IS VONTIER

• Vontier (

NYSE:

VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com .

• At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.
• Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change.

We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future. Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

• Together, let’s enable the way the world moves!
• “Vontier companies are equal employment employers and evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, sexual orientation, gender identity or expression, and other characteristics protected by law.

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