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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, Downey , Customer Service Lead, Hospitality & Tourism , Downey, California

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