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Calendars.com Customer Service Team lead

  • 26 Jun 2012 6:08 AM
    Message # 982941

    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:
      • 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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