Customer Service Lead
Company: fourthFLOOR
Location: Downey
Posted on: May 8, 2024
Job Description:
Our popular fashion client is seeking an Customer Service/
Online Experience Lead to to join their team in Downey. This will
be starting ASAP as an-going temp role.Responsibilities:
- Manage and develop a team of agents, making sure they are
equipped to problem solve and ensure they are providing the highest
level of customer care to customers.
- In partnership with the Sr. Director, set customer experience
goals for team, both for individual agents and for the entire team,
and help in achieving those goals.
- Reports out on weekly & monthly stats to leadership team. This
includes reporting on customer support tickets, shipping
performance, and return volume.
- Forecasts Customer service ticket volume, headcount, and
recommendations on how to provide the best service throughout peak
seasonality.
- Maintains product knowledge tools, templates, and other
customer service operational guides for the team.
- Ensure that on-site FAQ and size guides are always up to date
on the site and updating based on customer questions.
- Communicate issues and concerns to appropriate leadership to
ensure matters are addressed in a timely manner.
- Identify and recommend or acquire updates and expansions to
technology, equipment, and policies that may improve customer
service and retention
- Create and roll out a clienteling programing for the Ecommerce
Customer Service team.
- Other duties as assigned. Requirements:
- Strong verbal and written communication skills, decision making
skills, and follow through skills.
- Shopify & Gorgias experience preferred.
- Ability to work in a fast-paced environment, managing competing
priorities, and pivot along with strategy changes.
- Experience with working in an OmniChannel system, working with
multiple fulfillment locations and stores. Please submit your
resume for consideration!You can use to collect and manage your
references for free and share them with us or anyone else you
choose. Candidates with references are always preferred by our
clients. Now is the most important time to stand out from the
crowd. We suggest that you ensure you have updated your LinkedIn
profile and that you start collecting your references early.
Keywords: fourthFLOOR, Hawthorne , Customer Service Lead, Hospitality & Tourism , Downey, California
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