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Customer Service Team Lead
2 months ago
Job Summary
As a key member of the Genesco team, the Customer Service Team Lead will be responsible for providing exceptional customer service and leading a team of contact center agents. This role requires a unique blend of customer service skills, leadership abilities, and technical knowledge.
**Key Responsibilities:**
* Provide quality customer service to Genesco customers through phone, email, or chat, ensuring a positive experience and resolving issues efficiently.
* Lead a team of contact center agents, providing guidance, coaching, and feedback to ensure they meet performance expectations.
* Collaborate with the manager to develop and implement strategies to improve customer satisfaction, service levels, and team performance.
* Monitor team performance, identifying areas for improvement and implementing corrective actions.
* Develop and maintain a comprehensive knowledge of Genesco products, policies, and procedures.
* Stay up-to-date with industry trends and best practices in customer service and contact center management.
**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.
* Strong communication, leadership, and problem-solving skills.
* Ability to work in a fast-paced environment and adapt to changing priorities.
* Strong technical skills, including proficiency in computer software and applications.
**Work Schedule:**
* Monday - Friday, 7:00am - 7:00pm.
* Required to supervise the call center team during one Saturday shift per month.
* Hours may fluctuate based on business need.
If you are a motivated and customer-focused individual with a passion for leadership and customer service, we encourage you to apply for this exciting opportunity.
