Full Time Customer Service Lead

3 weeks ago

Kerrville, United States James Avery Full time

** Full Time Customer Service Lead - Kerrville / Remote-WFH**

**Job Category****:** Marketing **Requisition Number****:** FULLT003950 Showing 1 location **Job Details**

**Description**

JOB SUMMARY

Assists the Manager and Assistant Manager in leading the Customer Service Center. Directs scheduled daily duties and provides personnel training and feedback to all Associates while displaying the highest level of Customer Service in all areas. This is a Full Time position with hours from 9 AM to 6PM and 11 AM - 8 PM rotation, including weekend/holiday rotations. This position is can be Onsite or WFH after TWO (2) WEEK MANDITORY OFFICE TRAINING in Kerrville.

**WHAT YOU WILL BE DOING**

1. Issue instructions and assign duties to associates, including, team information roll outs.

2. Take ownership of escalated customer/department issues. Follow problems through to resolution, by communicating with other departments and management to resolve problems and expedite resolution.

3. Provide leadership to associates in areas of customer service, sales and teamwork. Answer questions and give positive direction.

4. Assist in accurate and timely execution and dissemination of Customer Service Center reporting aimed at improving customer service levels, while maintaining efficiency of the Customer Service team.

5. Assist in performing all Customer Service Center order changes, cancellations and credits.

6. Responsible for the In-Store Hotline and resolving issues/complaints, while providing excellent customer service to Retail and Wholesale Associates and Customers.

7. Assist Manager and Assistant Manager in supervision of the Call Center.

8. Responsible for processed End of Day sheet.

9. Manage all Customer Service Center internal email boxes and respond accordingly.

10. Oversee phone, chat and email volume and help process as needed.

11. Participate in website and system testing as needed.

12. Observe all safety regulations; participate in safety training; report all unsafe conditions to the appropriate company personnel.

13. Adhere to Company policies including but not limited to the Attendance Guideline, Freedom from Harassment and Employee Discount Guideline

Other Duties

1. Builds and maintains effective relationships with internal and external stakeholders.

2. Collaborates with the team, both departmental and with cross functional teams to build positive working relationships and establish a high level of trust and credibility throughout the organization.

**WHAT YOU WILL NEED**

1. High School diploma or GED and two years JAC Retail or JAC Call Center, or Customer Service Experience; Supervisory experience preferred.

2. Have a working knowledge of all functions and duties of the Customer Service Center.

3. Professional telephone, customer service and communication skills.

4. Strong problem solving, time management and organizational skills

5. Able to work a flex schedule, including Saturday/Sunday rotation and extra hours when necessary.

6. Ability to Open or Close building as schedule requires.

7. Knowledge and experience of Word, Excel, and Outlook programs required.

8. Language Skills - Ability to read and comprehend simple instructions, short correspondence and memos written in English. Ability to write simple correspondence. Strong proofreading skills and legible handwriting.

9. Proven ability to coordinate multiple tasks simultaneously and manage frequent interruptions.

10. Ability to work effectively under pressure and in stressful situations.

11 Enthusiastic, willing to learn, and contributes to a positive team spirit.

12. Excellent oral, written communication and listening skills.

13. Strong problem solving, time management and organizational skills.

14. Computer proficiency.

15. Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information to customers and other employees of the organization.

16. Ability to work a flex schedule, including Saturdays, seasonal Sunday rotation and Overtime when necessary.

17. Must be dependable and maintain good attendance.

18. Enthusiastic, willing to learn, and contributes to a positive team spirit.

19. Strong problem solving skills, and the ability to quickly learn new technology

20 Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

21. Enthusiastic, willing to learn, and contributes to a positive team spirit.

22. Pass a background check as well as an alcohol, controlled substance, and illegal drug screen that meets Company standards before beginning regular employment.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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