CO Salary Range: USD 25.00 - 28.00 per hour

Job ID: 500200

United Companies, is a CRH Company. Our purpose, commitment to the future, and formula for growth is to champion the safety, empowerment, and development of our employees. We strive to be The Preferred Source of quality sand, rock, landscape products, ready-mixed concrete, asphalt, paving and construction services. We succeed as a team by embracing integrity, mutual respect, innovation, service, sustainability, and financial strength.

Position Overview

The Lead Customer Service Representative is responsible for the scheduling of trucks, customers service representatives, and managing high-level customer complaints and provide immediate resolutions and disputes.

• Provide leadership, training, supervision, and support to Customer Service Representative.
• Develop an environment that encourages quality product and service to the customer so as to be the best in the business regarding on-time delivery, driver productivity and customer service.
• Recruit, hire, discipline and train all Customer Service Representatives.
• Responsible for conflict resolution with customers.
• Build and nurture strong customer confidence in the department and establish good business working relationships with both internal and external customers.
• Coordinate efforts to accommodate the customers' requests and negotiate acceptable delivery times.
• Effectively handle tough situations that may involve angry customers or internal employees.
• Support, work and communicate well with all Customer Service employees and other departments within the company.
• Ensure, during the workday, that fleet levels are continually adjusted as drivers are released from work or become unavailable.
• To be available as a resource after hours for scheduling changes and/or as a customer or plant after hour contact.
• Performs other duties as assigned.

• High School diploma or general education degree (GED) required.
• 2-5 years of experience as a Lead Customer Service Representative.
• Experience in a building materials/construction industry preferred.

• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook.
• Must be 18 years in age or older.
• Must pass pre-employment physical, drug screen and criminal background check.
• Report to the office dressed appropriately and ready to begin work at the designated start time.
• Strict adherence to safety requirements and procedures as outlined in the Employee Handbook.
• Willingness to work independently within in a team environment and assist the team with other duties as required.
• Must be willing to travel and work away from home when required.
• Compliance with all OSHA and/or MSHA regulations.

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one on one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiple and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, percent, land to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed, but uninvolved written or oral instructions.
• Ability to work well with others in a group or one on one setting.
• To perform this job successfully, an individual should be able to type and use keyboards accurately and have a strong working knowledge of Database software.
• Excellent customer service skills

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to needs.
• Teamwork - Contributes to building a positive team spirit.
• Judgment - Exhibits sound and accurate judgment.
• Planning/Organizing - Uses time efficiently.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Accepts responsibility for own actions.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals.
• Initiative - Asks for and offers help when needed; able to consistently work independently.
• Innovation - Generates suggestions for improving work.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance.

• A b le to s t and , w al k , u s e h a n d s a n d f i n g e rs to m a n i pu l a te o b je c ts or co n tr o l s , cli m b or b al an c e , s t o o p , k n ee l, cro u c h , cr a w l, t a lk a n d h e ar.
• Vi s ion ab ilities ( w ith c o rrecti o n ) i n clu d e cl os e , d i s t an c e , p e ri ph e ral, d e p t h , an d th e ab ility to ad j us t foc us .
• A b le t o work in a ll we a th e r c o nd iti ons .
• T h e e m p lo y e e is f r e qu e n tly r equ ir e d t o s it, cli m b , an d us e h a nds .
• T h e em p lo ye e is occa s io n ally r e qu ir e d to s t and , w al k , cra wl , k n ee l, b e nd , a n d r e ach w ith h a n d a n d ar m s a b o v e t h e ir s h o u l d e r s .
• M us t b e a b le to e x e rt 1 0 - 20 l bs . co ns t an t l y to m o v e o b je c t s , 2 5 - 50 l bs . of f or c e f r e qu e n t l y , a n d 5 0 - 100 l bs . of f orce o cca s io n all y .

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A diverse and inclusive culture that values opportunity for growth, development, and internal promotion