Job Description

JOB TITLE: Customer Service Team Lead

DEPARTMENT: Customer Service

LOCATION: Bristol, PA

REPORTS TO TITLE: Sr. Manager, Customer Operations

SCOPE OF POSITION

Under the direction of the Senior Manager of Customer Operations, this position is responsible for leading, coaching, developing, directing, and guiding the Call Center operations. This includes managing inbound activities such as order taking, suggestive selling, upselling, and efficiently resolving customer service issues. Duties encompass scheduling, hiring, monitoring, and executing key performance indicators, quality assurance, and employee development. The role also involves managing quality monitoring programs to ensure the highest level of customer experience in the Customer Service area.

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This position is responsible for up to 10 direct reports.

RESPONSIBILITIES:

• Collaborate with the marketing team to analyze and develop promotions aimed at increasing overall sales and channel volume.
• Collaborate with cross functional departments on DTC customer service programs
• Develop and mentor the team to enhance the call center’s performance and deliver best in class customer service experience
• Lead the team in providing responses through SMS, chat, email, and phone
• Assist in training, workforce management, and budget management for the team.
• Maintain optimal performance and sales levels while consistently adhering to Lenox’s highest quality standards.
• Support the customer service process and communicate with both the Lenox team and end consumers in a professional manner.
• Track and analyze Call Center performance against service goals/metrics; provide regular reports to management and business unit customers regarding performance relative to goals, along with recommended actions.
• Establish and ensure compliance with standard practices and processes in the call center; be responsible for implementing best operational practices and process improvements.
• Prepare team reports and analyze performance statistics.
• Build a team environment through regular contact, training, communication, and meetings with staff and team members.
• Act as the point of contact for escalated customer issues, ensuring resolution to customer satisfaction.
• Hold all employees accountable for achieving stated goals, administering corrective action via performance plans when goals are not met, and providing timely recognition when goals are achieved.
• Perform other duties as assigned.

MUST REQUIREMENTS:

• A minimum of 3-5 years of previous supervisory or management experience.
• Ability to work flexible hours as needed, including days, evenings, rotating Saturdays and weekends, holidays, and additional hours when required.
• Strong interpersonal, writing, and problem-solving skills.
• Capability to lead and coach multiple teams while handling various issues simultaneously.
• Ability to promote teamwork and foster high employee morale.
• Strong listening skills.
• In office work is required for a minimum of three days a week
• Proven excellence in dependability and all areas of performance.
• Demonstrated ability to coach for improved performance.
• Ability to thrive in a fast-paced work environment.
• Effective oral and written communication skills.
• Proficiency in Microsoft Office, particularly Excel, along with strong presentation skills.

PREFERRED REQUIREMENTS:

• Experience with 8x8, D365, and Gorgias platforms
• Bachelor's degree.

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