Customer Care Lead
1 month ago
At American Signature Inc., we believe everyone has the right to a well-furnished life. Since 1948, we have been helping families fill their homes with furniture they love. Our company includes more than 120 family-owned and operated stores. The Customer Care Lead is critical in ensuring we meet those goals. This person supports Customer Care Supervisors with leader-on-duty tasks, opening and closing functions and mentors other team members. The position will develop their skills in leading a team through learning and applying the talent life cycle competencies.
What your day will look like:
? Assist in fostering an energetic and positive working environment
? Lead all team members to meet service level and performance goals by ensuring coverage, routing of customer requests to the appropriate team members and handling high escalation complaints
? Support team members, stores and cross-functional partners
? Recognize improved and best performance
? Develop strong relationships with Customer Care, Home Office, Delivery Operations, Stores and vendors.
? Learn how to run, analyze reports to gain insight, identify solutions and create an action plan for continuous improvement
? Support workload management by adjusting telephony system during business hours based on volumes/business needs
? Write formal responses for complaints filed through the Better Business Bureau and Attorney General
? Answer calls, website chats, engaging in chat-initiated conversations, replying to emails, phone messages, faxes and mail from customers and/or company, while representing our Brand
Requirements:
? Open to providing and receiving balanced feedback
? Ability to make decisions quickly for our customer and business
? Remain calm under pressure
? Demonstrate Our Values: Serve Others and Own It
? Perform job functions of team members and can lead the team to accomplish goals
? Can anticipate situations and quickly provide solutions
? Flexible to shifting priorities and a changing environment
? Clear verbal and written communication skills
? Ability to manage time and prioritize
? Read customer cues and provide solutions, while representing the company
? High school diploma or general education degree (GED); or equivalent combination of education and experience
? Strong Microsoft skills (excel, word, Office 365)
? Preferred AS400 and contact center software experience
? Availability required for evenings (until 8pm ET) and weekends (Saturday & Sunday)
Why you'll want to join our team:
? Join a historic, family-owned business that has helped furnish the lives of customers for nearly 80 years
? Comprehensive medical, dental, and vision benefits & 401K plan
? Growth. Our team members are encouraged to develop and move into more challenging roles as their career progresses.
? Employee discounts at our affiliate brands which include- Value City Furniture, American Signature Furniture, DSW, and American Eagle Outfitters
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