Lead Customer Service Coordinator
1 week ago
Customer Care Team Supervisor
Job Category: Genesco Leadership Role
Requisition Number: TEAML01254
Job Overview
The successful candidate will play a pivotal role in ensuring exceptional customer service is delivered to Genesco clients by overseeing back-end operations and guiding a team of customer service representatives.
Key Responsibilities
- Lead the customer service support team to achieve performance objectives.
- Directly manage and mentor team members, dedicating 25% of time to coaching.
- Support daily operational tasks, contributing 75% of time to hands-on assistance.
- Collaborate with management to enhance call center operations, focusing on staff development, training, and maintaining service standards.
- Assist in the upkeep of process documentation and procedural guidelines.
- Provide timely coaching and feedback to team members.
- Conduct one-on-one training sessions for newly onboarded customer service agents.
- Maintain a thorough understanding of company policies, procedures, and product offerings.
- Propose ideas to enhance efficiency and service quality for both internal and external stakeholders.
- Monitor team performance to ensure adherence to processes and accurate information delivery.
- Assist in resolving escalated customer service issues.
- Perform additional duties as assigned.
Qualifications and Skills Required
- Bachelor's degree preferred, but not mandatory.
- Minimum of 2 years of experience in customer service or sales within a contact center environment.
- Prior administrative experience is a plus.
- Supervisory experience is preferred.
- Proficient in relevant software applications, including Word and Excel, with a strong ability to learn new programs.
- Excellent verbal and written communication abilities.
- Proven capability to lead and inspire a team.
- Strong multitasking skills.
Work Schedule
Availability is required Monday through Friday, with flexibility between 7:00 AM and 7:00 PM. Supervision of the customer service team will also be necessary for one Saturday shift each month.
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