Seasonal Customer Service Lead - UncommonGoods LLC (Scarsdale)

Compensation

: $28,110.00 - $43,750.00 /year *

Employment Type

: Full-Time

Industry

: Retail



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ABOUT THE ROLE

As a Seasonal Customer Service Lead , youll help us ensure that our customer experience team is continually providing the highest level of service to our customers. Youll provide guidance and support to our customer service representatives who are assisting customers via phone, email, and chat. Youll lead by example by motivating the team, remaining focused on problem-solving, and continually learning new things to elevate your performance. As a front-line leader, youll help us manage the department by identifying trends in contacts and helping agents handle complicated issues.

ABOUT US

UncommonGoods offers remarkable designs by independent makers, and we do it with a positive impact on people and our planet. Learn more about our , certification, program, and cool you might be working with.

Responsibilities:

  • Act as an advocate for our customers and be an empathetic problem-solver in all customer interactions
  • Provide leadership, guidance, and direction to our seasonal customer service agents
  • Actively contribute to building and supporting the contact center culture
  • Create, maintain and display a high-quality work environment so that team members are motivated to perform at their highest level
  • Provide on-the-spot coaching and feedback as necessary
  • Assist agents with complicated/escalated issues
  • Monitor workflow queues and ensure an appropriate allocation of resources within the team to complete work on time and efficiently
  • Provide daily direction and communication to employees so that all communication channels are answered in a timely, efficient and knowledgeable manner
  • Keep the senior leadership team informed of resource constraints that will impact the teams ability to meet customer demand
  • MinimumQualifications:

  • 2+ years of leadership experience preferred
  • Excellent communication and listening skills
  • Your written communication must be flawless
  • Prior experience of successfully coaching and leading teams of people
  • Extensive experience with problem-solving, de-escalation techniques, coordinating and executing issue resolution
  • Responsive and flexible, open to change in processes and ability to take and provide clear direction
  • This is not strictly a desk job. You must be able to circulate throughout the room for up to 8 hours a day
  • Flexibility is needed as schedules may vary from week to week. We are open 24-hours a day from Thanksgiving until Christmas Eve and we are open every day of the year
  • You must be available to work weekend and evening shifts. Candidates with open availability are strongly preferred
  • Preferred Qualifications:

  • Prior leadership experience with at least 5 direct reports
  • 1+ year of contact center or other customer service experience in a customer service environment is preferred, but we are willing to train the right candidate.
  • Bachelors degree in Business Management, Organizational Development, Human Resources Management, or related field is preferred, but former successful leads have had backgrounds in education, office administration, psychology, journalism, and retail management.
  • Benefits & Company Perks:

  • Competitive salary
  • Casual dress code
  • 40% discount on UncommonGoods merchandise
  • Monthly Company snacks, lunches, and team events

  • Associated topics: counter, customer, customer experience representative, deliver, retail customer service, sales, sales consultant, sell, shop, store associate * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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