Overview
The Customer Service Lead supports the day-to-day operations of the Customer Call Center, ensuring smooth and efficient service delivery. This role includes assisting Customer Service Representatives (CSRs) with complex customer inquiries, product issues, web-related concerns, and operational tasks. The Customer Service Lead is responsible for ensuring compliance with company policies, maintaining customer satisfaction, and managing team performance. The ideal candidate is organized, a strong communicator, and capable of providing leadership in a fast-paced environment. This role reports to the Customer Service Manager.
Duties and Responsibilities
•Support the operation of the Customer Call Center, ensuring high-quality service is provided to customers at all times.
•Assist with opening and closing the Call Center, following proper procedures to ensure smooth transitions between shifts.
•Maintain an in-depth knowledge of the e-commerce platform and Order Management System (OMS), applying procedures and processes effectively.
•Provide support to CSRs by guiding them through customer-related issues, resolving product concerns, and addressing complex inquiries.
•Assist with troubleshooting product-related issues and web concerns that impact the customer experience, ensuring prompt resolution.
•Coordinate with stores regarding problematic orders, exchanges, and returns, ensuring that all issues are resolved efficiently.
•Assist with ensuring adherence to company policies, and help generate reports as needed to track team performance and policy compliance.
•Demonstrate a professional and neat appearance at all times, setting an example for the team.
•Ensure punctuality and consistency in attendance and job performance.
Qualifications and Requirements
•Must be at least 18 years old
•Basic math skills, ability to count, add, and subtract numbers quickly and accurately
•Able to accurately read labels, tickets, and other merchandise documentation
•Able to identify colors, sizes, quantity, label and SKU information
•Good written and oral communication skills
•Able to self-manage time to achieve daily order fulfillment requirements.
•Ability to maintain positive and respectful behavior while working either independently with minimal supervision or in team environment.
•Able to operate computer systems or handheld devices with minimal direction after receiving training
•Able to understand, speak, and read English with sufficient proficiency to follow safety, loss prevention, and other policies, procedures, training, and instructions.
•Able to be punctual for assigned shift and remain alert throughout shift.
•Able to work 8 and/or 12-hour shifts at all hours including weekends and holidays; must be able to work overtime
•Able to lift and carry merchandise weighing up to 50 lbs frequently throughout shift.
•Able to raise and lower objects from one level to another frequently throughout shift.
•Must have physical mobility to walk, stand, reach, pull, push, and bend continuously throughout shift.
•Able to climb stairs and vertical ladders up to 10 ft
Cavender's is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, military status, national origin, sex, ancestry, age, sexual orientation, pregnancy, disability, genetic information, or any other personal characteristic protected under federal, state, or local law.
Cavender's will provide reasonable accommodation for persons with a disability upon request. If you have a disability and need assistance completing the application, please call Customer Service at (888) 361-2555 or visit your nearest Cavender's store.