Customer Service Resolutions Lead

3 days ago

Frederick, Maryland, United States Chili Peppers Collectibles Full time $60,000 - $100,000 per year

At Chili Peppers Collectibles, our success lies in our commitment to excellence, integrity, and respect. We take pride in delivering an exceptional experience to our customers and rely on the talent, passion, and commitment of our employees to make it happen. We are looking for detail-oriented, proactive team members who are eager to grow with us and contribute to the continued success and advancement of our company.

The Customer Service Resolution Lead is responsible for overseeing the handling and resolution of complex customer issues, ensuring high levels of customer satisfaction and timely problem-solving.

ESSENTIAL RESPONSIBILITIES:

  • Manages and resolves escalated customer complaints through phone, email, chat, or social media channels with professionalism and empathy
  • Monitors open cases to ensure timely follow-up, resolution, and customer satisfaction
  • Supervises and motivates customer service staff, providing daily oversight and training.
  • Partners with management to provide evaluations, development, and discipline.
  • Collaborates with other leads and management to meet goals, problem solve, and implement strategy.
  • Improves and develops processes to maximize customer service workflow and quality
  • Creates, maintains, and regularly update procedures
  • Completes administrative duties, including scheduling and work assignments
  • Performs keyholder responsibilities, including secure opening and closing of the facility and adherence to safety protocols.
  • Provides reporting on strategies, goals, and objectives
  • Additional duties as assigned

QUALIFICATIONS:

  • High School Diploma or Equivalent
  • Five years of related experience
  • 2 years supervisor experience

SKILLS & COMPETENCIES:

  • Strong written, verbal, and quantitative skills
  • Execute effective time management/project management strategies
  • Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
  • Customer management skills
  • Acute attention to detail
  • Strong organizational, problem-solving, and analytical skills; able and motivated to manage priorities and workflow
  • Ability to work independently and as a member of various teams\

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

  • It may involve close vision, color vision, depth perception, and focus adjustment and requires working with multiple computer screens and programs simultaneously for extended periods.

  • Must be able to sit for up to eight hours per day, type on the computer for several hours a day, talk on the phone frequently throughout the day, stand for up to 8 hours at events or offsite venues, and climb stairs multiple times throughout the day

  • Must be able to communicate effectively in the primary language(s) used in the workplace

  • Must be able to pass a background check and substance screening

What We Offer Our Employees:

An excellent benefits package includes comprehensive health, vision, and dental insurance, paid holidays, 401K matching, a PTO accrual rate based on years of service, bonus and overtime pay, and more. Salary is commensurate with experience. We are an equal opportunity employer and are military-friendly.

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