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Primary Duties and Responsibilities:

* Lead, motivate and coach Customer Service Team Members
* Provide consistent and constructive feedback to employees
* Maintain employee personnel records, establish priorities, schedule daily work and monitor the quality and quantity of work performed by the department and the individuals within the department
* Schedule personnel to ensure department services and customer support operations are efficient and effective in a timely and cost effective manner

* Assist with planning, developing and administering departmental procedures, policies and standards
* Ensure organization policies, procedures and standards for performance are communicated and practiced
* Ensure the timely and accurate dissemination of information, incentives, rewards and/or recognition
* Ensure appropriate documentation is developed as required by the organization
* Ensure a current and historical library is maintained on all team/project activity, system implementation, upgrades and modifications, policies and procedures
* Provide the necessary equipment, tools and training, that encourages practices and work behavior that supports and ensures employee success
* Perform other duties, as assigned

Qualifications: Education, Experience, Knowledge and/or Specialized Training
* Bachelor's degree in a related field and four + years of progressively responsible, professional, related work experience, or
* Six years of progressively responsible, professional job-specific work experience and an equivalent combination of education and training that provides the required knowledge, skills and abilities, combined with demonstrated professional growth and achievement required
* Experience must include a minimum of two years in a leadership/senior capacity

Competencies:
* Excellent oral, written, presentation and interpersonal communication skills * Strong personal computer skills with experience in Windows based software

* Ability to communicate with others in antagonistic situation using appropriate interpersonal styles and methods to reduce tension or conflict and maintain professionalism in accordance with corporate standards
* Knowledge of Mohawk's organizational and functional operating structure, products, services and systems
* Ability and willingness to accept responsibility, the desire and capability of motivating and directing the activities of others
* Demonstrated ability to achieve results through team effort
* Ability to deal with a high-pressure environment