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Customer Service Team Lead

1 month ago

Nashville, Tennessee, United States Genesco Full time
Job Summary

To deliver exceptional customer service and lead a high-performing team of contact center agents at Genesco.

Key Responsibilities
  • Provide quality customer service through phone, email, or chat, approximately 60% of the weekly schedule.
  • Manage team performance, dedicating 40% of the weekly schedule to coaching, mentoring, and developing team members.
  • Assist the manager with daily call center operations, including staff development, training, and maintaining service levels.
  • Directly manage an assigned group within the call center, ensuring correct processes are followed and accurate information is provided professionally and consistently.
  • Resolve customer service escalated issues and provide coaching, advice, and guidance to associates in a timely manner.
  • Mentor newly hired call center agents and maintain a comprehensive working knowledge of policies, procedures, and products.
  • Identify opportunities to improve efficiency and service to both internal and external customers and communicate ideas to 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 is preferred.
  • Ability to quickly learn new software and applications.
  • Flexibility to work Monday-Friday between 7:00am and 7:00pm, with occasional Saturday shifts.