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Here at Calendars.com, we bring together the latest Internet technology with the world's largest calendar inventory to create the Web's biggest and best online calendar store.
We are currently seeking a full-time Customer Service Team Lead to join our team. The work schedule for this position will be Monday to Friday 8-5pm, with some weekends and some overtime required, especially close to the holidays.
As a Customer Service Team Lead you will be working together with your team to:
- Oversee “Wow! That was easy” “Exceptions Made Here” customer experience, maintain communication, and ensure service levels are met across all channels including:
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- phone queues
- email queues
- 3P email queues
- chat queues
- Monitor and maintain phone, email, and chat queues.
- Act as Level 1 Supervisor and Subject Matter Expert during holiday season. Handle Level 1 escalations.
- Attend biweekly Team Lead meetings. Proactively collaborate to resolve common issues encountered by agents. Provide feedback to Sr. CS Team Lead.
- Communicate customer feedback to enable proactive and effective service.
- Communicate and highlight procedural or process issues to ensure optimal efficiency.
- Assist with training of seasonal employees by providing peer coaching and support in season.
- Keep management apprised of daily operations.
- Maintain and grow knowledge of products, promotions, and sales techniques. Use this knowledge to actively increase sales averages.
- Assist CSM with contact quality analysis by monitoring calls and reviewing emails.
- Provide QA feedback to agents, and participate in QA calibration sessions.
- Assist Operations Supervisor with maintenance of returns, credits, third party, and store issue trouble ticket queues.
- Assist Operations Supervisor with management of aging orders and other inventory issues.
- Assist CSM with implementation of seasonal incentive contests.
- Process phone and email orders and inquiries. Assist customers with order and account issues, site issues, answer routine inquiries about products and services, record customer contacts and communicate/escalate issues as needed.
- Assist cross-departmentally as needed.
- Evaluate opportunities for professional development.
Our ideal candidates will possess:
- Willing to support our mission to Create Joy and Gratitude.
- Positive attitude.
- 3 years contact center experience. At least one year in a leadership position.
- Some college preferred.
- Team oriented, possessing a willingness to collaborate with team members and intrinsically motivated to accomplish tasks in the most timely and efficient manner.
- Willingness to conduct themselves in a productive and professional manner at all times.
- Excellent interpersonal, written, and verbal communication skills.
- Ability to problem solve and offer solutions.
- Ability to multi-task, organize, and prioritize.
- Demonstrate intermediate computer skills, including use of Word, Outlook, Excel, IE and Firefox.
- Ability to type 30-40 words per minute.
- Ability to work days, evenings, weekends, and overtime as needed.
Calendars.com offers great benefits, generous year-end bonus potential and 401K.
Please apply in person at
6411 Burleson Road, or email your resume, cover letter, and salary requirements to hotjobs@calendarclub.com or fax to 1-877-765-1606. EOE
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