CS Lead
Candidate has mastered essential Customer Service Representative functions and is dedicated to providing superior world-class service that creates and promotes a lasting relationship.
The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature.
This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop.
The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive Customer experience.
Key job responsibilitieso Manage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to:
Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools o Monitor and guide daily workflow including; phone, email and chat volume ensuring consistent coverage of all three channels o Facilitate high-volume CS help desk communication using SIM.
Prioritize issues, managing communication as resolve ticket within SLA o Maintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction o Maintain customer feedback channels:
customer comments, feedback and social media inquiries via Sprinklr and Seller Central o Assist with hiring interview loops and onboarding of permanent and temporary staff o Assist with new hire training program as needed o Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues o Distribute and manage special project workflow with CSR's o Adopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff o Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot o Collaborate with internal groups:
QC /Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues o Sustain SLA by assisting with high volume and peek workload /acting as CSRWe are open to hiring candidates to work out of one of the following locations:
Virtual Location - WI.
Estimated Salary: $20 to $28 per hour based on qualifications.
The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature.
This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop.
The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive Customer experience.
Key job responsibilitieso Manage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to:
Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools o Monitor and guide daily workflow including; phone, email and chat volume ensuring consistent coverage of all three channels o Facilitate high-volume CS help desk communication using SIM.
Prioritize issues, managing communication as resolve ticket within SLA o Maintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction o Maintain customer feedback channels:
customer comments, feedback and social media inquiries via Sprinklr and Seller Central o Assist with hiring interview loops and onboarding of permanent and temporary staff o Assist with new hire training program as needed o Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues o Distribute and manage special project workflow with CSR's o Adopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff o Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot o Collaborate with internal groups:
QC /Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues o Sustain SLA by assisting with high volume and peek workload /acting as CSRWe are open to hiring candidates to work out of one of the following locations:
Virtual Location - WI.
Estimated Salary: $20 to $28 per hour based on qualifications.
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