Overview
We are looking for a skilled Customer Service Supervisor who can lead our representatitves to provide outstanding customer service to our clients. He/She will assist in establishing customer service center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze customer service center data, and focus on improving performance and processes in an effort to better support customers. The candidate should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
Core Responsibilities
- Supervise day to day activities in customer service and personal shopping. Ensure staff members are achieving desired service levels, providing regular performance feedback.
- Create and implement effective customer service procedures, policies and standards
- Develop customer satisfaction goals and coordinate with the team to meet them on a daily basis
- Keep accurate logs of department expenses and customer accommodations
- Collaborate with cross functional teams to identify break downs in process and ensure a seamless omni-channel experience
- Assess service level statistics and prepare detailed reports on findings.
- Build out reporting templates and presents findings to the team. Analyze trends in consumer issues and make suggestions for policy updates and website enhancements.
- Answer staff members questions, guiding them through difficult calls and diffusing angry customers
- Assist customer service staff with duties during times of high volume
- Escalate issues to Senior Director when necessary
- Assist Finance to identify and resolve any variances that arise between orders, fund capture and refunds. Partner with Ecomm and IT teams to fix system errors causing variances.
- Work with operations to ensure omni orders are going out in a timely manner
- Oversee Online Personal Shopping Experience
- Train and onboard all new staff members and temporary help for seasonal sales
- Visit store and reviews product on a regular basis so agent is familiar with product and can answer questions about fit, style, stretch, etc.
Role Requirements
- High School Diploma, GED, or suitable equivalent
- 4+ years work experience in a customer service position
- Outstanding communication skills, both written and verbal
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Must demonstrate excellent leadership and interpersonal skills
- Proficiency is Microsoft Office and Zendesk
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