Customer Solutions Lead

3 weeks ago

Coppell, United States The Container Store Full time
Overview:The Customer Solutions Lead position manages the daily workload of the Contact Center while allocating proper resources to each channel of retail. In partnership with the Managers and Supervisors, this position is responsible for keeping a laser-like focus on ensuring every customer receives astonishing customer service through selling complete solutions. They will also focus on assisting the team with problem-solving to resolve all situations to best accommodate the customer and the company. This position is full-time, hourly, non-exempt position.What We Stand For?Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with our employees, vendors, customers and communities and influence every aspect of our business.Responsibilities:Allocates resources on the daily schedule to maintain expectations for occupancy, abandoned rate, hold times and other projects as neededServes as the first-tier customer advocate during escalated phone calls, partner with Supervisor/Manager when necessary to evaluate the customers needs and educate the team as to how to best fulfill those needsCommunicates consistency to share relevant business information with the team while using all available resourcesMotivates and inspires enthusiastic and productive behavior, with the goal of providing exceptional service to our customers and meeting or exceeding company goals and objectivesThinks creatively about resolutions to accomplish the just-right solution for the customer and the companyProvides feedback to the leadership team with any department schedule concerns or suggestionsStays current on departmental sales goals and is accountable for reaching those goalsConsistently arrives promptly to work the assigned scheduleResponsible for maintaining discretion related to all confidential/sensitive company and customer informationPerforms other requested tasks and dutiesQualifications: Six (6) months minimum experience in Contact Center operations; retail experience a plusBased in Dallas/Ft. Worth areaStrong computer skills: proficiency in Outlook, Word and knowledge of ExcelAbility to be a process/procedure expertAbility to work in a constant state of alertness and a safe mannerIs committed to working scheduled hours and has the flexibility to work additional hours based on changing business needsKnowledge of industry business and passion for following trends in the industryAbility to communicate clearly and effectively in a professional manner, both orally and in writing, at all levels within and outside the organizationAbility to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or weekFlexible, with a positive attitude and passion for knowledgeStrong time management and organizational skills with the ability to successfully manage multiple projects at oncePossesses focused attention to detail while working quickly and accurately under pressureMakes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process informationAbility to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changing

by Jobble

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