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Customer Service Team Lead

2 months ago

Nashville, Tennessee, United States Genesco Full time
{"Job Title": "Team Lead, Customer Care- Johnston", "Job Summary": "At Genesco, we are committed to delivering exceptional customer service. As a Team Lead, Customer Care, you will play a critical role in ensuring our customers receive the highest level of service and support.

Your key responsibilities will include:

* Providing quality and efficient customer service to our customers through phone, email, or chat
* Leading a team of contact center agents to ensure they have the necessary tools and resources to provide excellent service
* Assisting the manager with daily operations of the call center, including staff development, training, and maintaining service levels
* Monitoring team performance to ensure correct processes are followed and accurate information is provided professionally and consistently
* Assisting with the resolution of customer service escalated issues
* Providing coaching, advice, and guidance to associates in a timely manner
* One-on-one training and mentoring of newly hired call center agents

Requirements:

* Bachelor's Degree preferred but not required
* 2+ years of customer service or sales experience in a contact center setting
* Previous supervisory experience preferred
* Ability to quickly learn new software and applications
* Availability to work Monday - Friday between 7:00am and 7:00pm, with one Saturday shift per month

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.", "lang_code": "en-US"}