Customer Care Team Lead

4 weeks ago

Madison, United States VF Corporation Full time

Now that you ’ ve found the job description, what ’s next?

What will you do?
A day in the life of a Customer Care Team Lead at F look s a little like this.
As part of VF e-Commerce Customer Service team, this position is responsible for monitoring business performance, offering programs, and providing resources that promote service excellence and efficiency. Responsibilities include handling customer escalations efficiently and effectively to provide optimal customer servic e, and coaching and guiding Customer Service Representatives.

Let’s break down that day-in-the-life a bit more.

Assist Customer Service Representatives with problem solving and decision making. Escalate issues to other departments as needed and follow up appropriately.

Take overflow and escalated customer calls.

Complete weekly side-by-side coaching with customer service representatives.

Monitor order base flow by monitoring blocked order queues, such as accelerator and decision manager.

Assist in training (new hire and refresher) related to order management and product knowledge.

Run department telecom reports daily and monthly; report trends to leadership.

Assist in assessing customer service skills through call monitoring of one call per agent per week.

Interfaces with internal groups as necessary to ensure proper handling of customer issues and concerns.

Act as the first point of contact for customer escalations, policy and procedure questions, as well as exceptions to departmental and brand business guidelines.

Assist members of the customer service management team on additional projects and responsibilities as needed.

What do you need to succeed?
We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you’ll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 3-5 years of experience and professional achievements. The foundation skills you will need in this position are:
High school diploma or equivalent education; Associate’s degree preferred

Advanced computer skills - solid experience working with database and report generating software, strong Excel skills

Excellent attention to detail

High level of organizational and communication skills

Strong problem-solving ability, Analytical

Flexible, detail oriented and able to multitask

Ability to lead, coach and develop staff

Knowledge/experience of Outdoor or Action Sports Industry and distribution channels preferred

Bilingual is a plu

There are also a few skills that are not required but preferred.

What do we offer you?
At VF, we know you expect as much from us as we do from you. That is why we make a commitment to support and grow our people. We offer extensive development and growth opportunities for your current and future positions, a competitive compensation package, and a strong benefits package that includes medical, dental, vision, and 401(k).
Our commitment extends beyond this and into your daily work life. We strive to foster a diverse and inclusive culture based on respect, connection, and authenticity. Our focus on DEI is at the foundation of who we are and what we do.
Now WE have a question for YOU.

Are you in?

**Hiring Range**: $17.20 USD - $21.50 USD per hour

**Incentive Potential**: This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.

P lease note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.

Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.

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