Customer Service Team Lead

2 weeks ago


Nashville, Tennessee, United States Genesco Full time

**Job Title:** Customer Service Team Lead

**Job Summary:** We are seeking a highly motivated and experienced Customer Service Team Lead to join our team at Genesco. As a Customer Service Team Lead, you will be responsible for providing exceptional customer service to our customers while leading a team of contact center agents.

**Key Responsibilities:**

  • Assist customers through phone, email, or chat, ensuring a high level of customer satisfaction.
  • Manage a team of contact center agents, providing coaching, guidance, and feedback to ensure excellent customer service.
  • Monitor team performance, identifying areas for improvement and implementing strategies to enhance customer service.
  • Collaborate with the manager to develop and implement customer service strategies, ensuring alignment with company goals.
  • Provide input on process improvements, suggesting changes to enhance customer service and team efficiency.

**Requirements:**

  • Bachelor's degree in a related field or equivalent experience.
  • 2+ years of customer service or sales experience in a contact center setting.
  • Previous supervisory experience preferred.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and adapt to changing priorities.

**What We Offer:**

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.

**Note:** This is a hybrid schedule position, with 3 days working from home and 2 days in the office. Required to supervise the call center team during one Saturday shift per month.



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