1515 Memorial Drive

Manitowoc, WI 54220

(920) 684-5575

Fax: (920) 684-1915

Mon - Fri: 8:00 - 4:30


Customer Service Team Leader

Job Description

Essential Job Skills

An individual in this position must be able to successfully perform the duties and responsibilities listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

  • Accomplishes staff results by communicating job expectations, planning, monitoring, appraising job results, conducting performance reviews, coaching, motivating, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. (30%)
  • Maintains staff by recruiting, selecting, orienting, and training employees; maintains a safe and secure work environment, developing personal growth opportunities while helping staff resolve technical problems, serving as the initial contact for employee issues. (20%)
  • Oversees and ensures accurate delivery of month end reports. Responsible for successful and timely new client implementation while maintaining and upholding the needs of existing clients. Determines the areas priorities by utilizing a return on investments (ROI) analysis. Identifies and resolves issues with data and implementation set up. Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems to identify emerging trends. (20%)
  • Establishes strategic goals by gathering pertinent business, financial service, and operations information; identifying and evaluating trends and potential solutions; and choosing course of action; defining objections; and evaluating outcomes (10%)
  • Collaborates with Americollect IT, Support and Implementation teams to share best practices, process improvement opportunities, and knowledge, providing/receiving support when appropriate. Develop and maintain partnership with Client Relations Managers (10%)
  • Transforms software designs and specifications into high functioning code in the appropriate computer languages (VBA, C#, VB.net, and SQL). Integrates individual software solutions to higher level systems, including, but not limited to, Progress and MySQL, using ODBC. Tracks and fixes errors in code through rigorous testing, debugging, troubleshooting, and documentation. (5%)
  • Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; bench marketing; and participating in professional societies. (5%)

Preferred Qualifications


  • High School Diploma or equivalent
  • BS/BA in Business or Computer Science, Information Science, Software Engineering


  • Implementation
  • Project Management


  • Project Management (PMP)
  • SQL certification


  • Advanced knowledge of Microsoft Office Excel
  • Ability to keyboard 45 wpm
  • Visual Studio
  • SQL, C#, VB.net, VBA, XML, Json
  • Object Programming Concepts

Other Skills/Abilities

  • Organization
  • Ability to manage others through motivation, leading by example, approachability, empowerment, and respect
  • Effective and tactful communication through numerous channels within the department and cross company
  • Understanding of the use of analytics for outcomes such as staffing models, development of KPIs, and driving of departmental results
  • Full Cycle Project Management: Leading, managing, influencing, problem solving, and identifying cause and effect where appropriate
  • Decision Making with respect to the delegation of responsibilities among a team, and other sensitive efforts that impact others
  • Evaluate Talent / Read People
  • Perform Under Stress
  • Prioritization, particularly in managing staff and workload in times of high volume demands
  • Host effective & efficient meetings, fostering the growth and sharing of departmental knowledge


  • Integrity
  • Accountability
  • Positive Attitude
  • Adaptability
  • Team Oriented
  • Process Design & Development
  • Consumer Needs, Assessments & Solutions
Contact Information