Web Customer Service Representative Lead

**University Coop**

**Web Customer Service Representative Lead**

**CSR - Austin, TX - Full Time**

**Company Overview**

The University Co-op is an independent bookstore and the largest Longhorn retailer; but were more than just a store. As a nonprofit, 100% of the profits from our retail business have benefited the students, faculty and staff at the University of Texas at Austin through funding, sponsorships, academic awards, internship programs, and membership discount. Our mission is to improve the lives of the students, faculty and staff at the University of Texas at Austin with a business where people love to shop, work, and connect, and the people who work here have made that charitable mission possible for over 120 years.

**Job Summary**

As the Web Customer Service Representative Lead, you hold a lead position within the Web Fulfillment department. Reporting to the Web Fulfillment & CSR Manager, you will oversee and maintain daily operation and duties of your area. You will model, coach and deliver a great experience for every customer and co-worker. You will also be responsible for creating and improving existing processes and effectively communicating them to the rest of the team. As the Customer Service Representative Lead, you will ensure teams operate consistently within the University Co-op Culture, offering world-class customer service focus and maximizing efficiency. You will work closely with the Web Fulfillment & CSR Manager to hire, train, and develop all web staff and will continue to act as a shift supervisor during Holiday and Back to School Rush.

**Responsibilities and Duties**

* Demonstrate the Co-ops core customer service standards. in daily interactions with external and internal customers.

* Act with integrity and trust, and promote the core Co-op values.

* Ensure smooth operation of the specific areas, carrying out all responsibilities and processes related to your area.

* Work with other Web Leads with the goal of helping to educate and develop the next team of employees for advanced roles in the Co-op.

* Develop and train employees in web tasks and listen to feedback for opportunities to gain efficiency. Issue challenges and assign projects to help the development process and to help increase team members capabilities.

* Develop and maintain standard processes and document all procedures related to your area.

* Seek new ways to improve and innovate processes related to your area of expertise and change and implement processes to gain efficiency.

* Act as a Web CSR Supervisor on Duty when needed, which include overseeing daily opening duties, timely order processing and shipping, advanced customer service, supervising and training employees, and keeping work area clean, neat and organized.

* Complete other duties as required or requested based on provided duty guidelines and timelines.

* **Other Essential Functions**

* **Ensure all customers are receiving excellent customer service. Ensure that emails, live chats, social posts, and calls are answered quickly and customers leave satisfied.**

* **Make sure all customer-facing fulfillment issues are resolved in a timely manner, ensuring the problem shelf is cleared daily.**

* Follow up on any customer issues that must be resolved outside of the Web Fulfillment Department and escalate any unresolved issues to the Web Fulfillment & CSR Manager.

* **Communicate new store events and products with the customer service team, enthusiastically sharing knowledge and providing recommendations for ways to improve our service and experience.**

* **Escalate any potential issues with product or services to the appropriate person at the Co-op, including product defects, website bugs, etc. They will also be responsible for documenting and escalating any website issues to the eCommerce team.**

* Review customer service processes and platforms to optimize our service at or above industry standard level.

* **Make sure all CSRs are working productively in between calls by assisting the website merchandiser with building web items or executing SEO or other eCommerce projects.**

**Qualifications and Skill**

Qualified candidates for the Web Customer Service Representative Lead position will have at minimum a High School Diploma or GED. Previous Web Order and/or Supervisor experience, as well as basic clerical and phone experience is a plus. Strong organizational, time management, problem solving and communication skills are required.

The Web Customer Service Representative Lead is a full-time nonexempt position requiring flexible hours that meet our retail needs. These hours will include a variable schedule from week-to-week that may include early mornings, days, nights, weekends and holidays. During peak periods, the Web Fulfillment Lead must be able to work any additional hours needed.

The Web Customer Service Representative Lead works primarily indoors with frequent exposure to shipping and receiving areas. The physical demands of this position require near and far visual acuity, constant use of hands, continuous sitting, standing, walking, using stairs, hearing, talking, bending, crouching, and working closely with others. Package handling is required, the Web Fulfillment Lead must occasionally lift and/or move up to 50 pounds and up to 200 pounds via cart or dolly.

The University Co-op provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

**Benefits and Perks**

* Medical, Dental, Vision, Company paid long and short term disability, life insurance, 403b with up to a 5% match, accident and critical illness insurance. Flexible spending account

* Generous paid time off, holiday and personal days

* Regular 25% discount on books and 40% employee discount on most other merchandise.

* Free parking

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