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Customer Service Team Lead
3 months ago
Job Type
Full-time
Description
Job Details
Job Type
Full-time
Saint Augustine, FL
About Til Valhalla Project:
Til Valhalla Project (TVP) is a veteran-owned apparel and memorial product company. Proceeds from sales allow us to provide free memorial plaques to the families of fallen heroes (military, first responders, and law enforcement) and give back to our Military community via donations to raise awareness for Veteran Suicide. You will be challenged to be creative, be a pacesetter, and develop new skills. Our community-focused mission makes work personal and more rewarding. Be a part of our TVP Family and be proud of the impact you will make on our customers' lives.
Job Description
The Customer Service Team Lead will oversee the day-to-day operations of our customer service team. This individual will work within the team to manage workflow, provide guidance and support to customer service representatives, and ensure that customer inquiries and orders are handled promptly and professionally. They will also implement strategies to improve customer loyalty and satisfaction.
- Create policies and procedures to standardize and improve service delivery.
- Work with other departments to resolve customer issues and improve the customer experience.
- Ensure the customer service team has the tools, resources, and information they need to help customers.
- Give regular feedback to team members, conduct performance evaluations, and monitor their adherence to company policies.
- Identify training needs and opportunities for skill development within the team.
- Take part in the recruitment and hiring process for new customer service team members.
- Resolve customer complaints and inquiries in a timely and efficient manner.
- Analyze customer service trends and recommend improvements.
- Prepare and analyze customer service reports.
Requirements
Qualifications:
- High School Diploma, associate's degree preferred.
- Minimum of two (2) years of experience in customer service leadership, preferably in an e-commerce environment.
- Proven experience leading a team of 5+ people.
- Strong knowledge of Shopify and Gorgias software.
- Experience in managing returns processes and procedures.
- Excellent communication and interpersonal skills.
- Demonstrated ability to analyze data and make data-driven decisions.
- Ability to work in a fast-paced, dynamic environment and adapt to change.
- Passion for delivering exceptional customer service and dedication to the company's mission.
- Competitive wages
- Health, dental, and vision insurance
- 401(k) retirement plan
- Vacation, Personal Paid time off and holidays
- Employee discounts on Til Valhalla Project products
- Opportunity for growth and advancement within the company
