Customer Experience Team Lead II

3 months ago

Louisville, United States Generation Tux Full time
LOCATION: Louisville, KY - In-Office

REPORTS TO: Inbound Call Center Manager

TYPE: Hourly, Non-Exempt

DEPARTMENT: Customer Experience

Generation Tux is currently looking for management quality team members to join our Customer Experience division. Applicants should be reliable, hard-working, detail-oriented, and be able to problem-solve. A typical day includes regular contact with team members for development and support of their work, strategizing and creating solutions to address work load, and communicating expectations to other areas of the business. We strive to have a strong, corporate culture that stresses communication and high-level execution.

EXPECTATIONS
  • Responsible for maintaining a high level of professionalism and working to establish a positive rapport
  • Provide strong leadership by setting clear expectations, fostering a positive team culture, and promoting a collaborative and motivated environment
  • Supervise service oriented telephone, email, and chat support operations
  • Supervise staff performance and effectiveness using call center best practice metrics
  • Lead by example in delivering exceptional customer experiences during escalated calls or challenging situations. Set high standards for service quality and guide team in resolving customer issues effectively.
  • Subject matter expert in areas of fit and style as related to men's formalwear
  • Subject matter expert on customer service systems, workflows, and business rules
  • Motivate, mentor, and coach staff, providing feedback and recommendations for continuous improvement
  • Communicate effectively with departmental leadership and other stakeholders
  • Hold staff accountable for delivering on expected work output- quantity and quality
  • Schedule and monitor agent breaks
  • Participate in phone screen and interview process- influence hiring decisions
  • Create plans for team to complete work prior to SLA expiration and in alignment with
Requirements
  • 1+ year experience as a Lead in CX Support
  • Proven experience (2+ years) in a customer service role, with a track record of progressively increasing responsibilities.
  • Effective negotiation and persuasion skills
  • Excellent verbal and written communication skills
  • Ability to think "outside the box"
  • Strong relationship building and motivational skills
  • Must be self-motivated, organized, and able to work independently to meet goals
  • Technology and web savvy
  • Provide timely coaching feedback
  • Analyze statistics to determine plans of action for team
  • Flexible schedule availability, including nights and weekends
  • Associates should not be on any corrective action

Posting Statement

At Generation Tux, we believe that our goal is to enable incredible lifestyle experiences during major life events. Each of us has a responsibility to drive accountability, transparency, respect, and equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

Generation Tux is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Generation Tux does not accept unsolicited headhunter and agency resumes. Generation Tux will not pay any third-party agency or company that does not have a signed agreement with Generation Tux.

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