Lead Customer Service Coordinator

1 week ago


Nashville, Tennessee, United States Genesco Full time

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

  1. Lead the customer service support team to achieve performance objectives.
  2. Directly manage and mentor team members, dedicating 25% of time to coaching.
  3. Support daily operational tasks, contributing 75% of time to hands-on assistance.
  4. Collaborate with management to enhance call center operations, focusing on staff development, training, and maintaining service standards.
  5. Assist in the upkeep of process documentation and procedural guidelines.
  6. Provide timely coaching and feedback to team members.
  7. Conduct one-on-one training sessions for newly onboarded customer service agents.
  8. Maintain a thorough understanding of company policies, procedures, and product offerings.
  9. Propose ideas to enhance efficiency and service quality for both internal and external stakeholders.
  10. Monitor team performance to ensure adherence to processes and accurate information delivery.
  11. Assist in resolving escalated customer service issues.
  12. 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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