In this role you will act as a direct liaison between internal and external business partners to analyze and help resolve escalated or complex consumer related issues with the end goal being a win-win resolution.
You will respond efficiently, accurately, and professionally to a variety of escalated consumer transactions/inquiries through verbal (telephone), written, and electronic communication, acting as a consumer advocate while protecting and promoting integrity and sound business practices.
As part of an experienced team, you will also be a main floor resource and a primary resource for internal Digital Commerce, Social Media and Experts teams.
Customer Services Support Lead Responsibilities
You will be asked to communicate effectively, apply judgement, decision making, and knowledge of job and business to teammates and other internal contacts. Be an expert resource in training/coaching on all systems.
Share best practices and serve as a mentor to team members to support training and development of individuals.
Continuously seek to reduce the overall turn time for issue resolution to ensure a premium experience for consumers.
Assist in providing employee performance feedback/response call coaching to team and management.
Become trained in other areas of the department and provide cross-functional support as required.
Responsible for proper utilization of phone and computer systems and following established department policy and procedures.
Act as a liaison between business unit/brand and the consumer services team, seeking out relevant information to bring back to the team.
Proactively provide relevant information to teammates to enhance customer service.
Responsible for monitoring workload volumes and working with teammates and management to ensure timely resolution. Partner with management, Business Analysts, Systems Analysts and Production Support to continually seek business process improvements through the use of technology, new procedures and criteria review.
Communicate, recommend, & implement solutions.
Complete special projects as needed.
Work remotely temporarily due to COVID-19.
Customer Services Support Lead Requirements
Bachelor's degree in Business or related field required
2 years' related work experience in lieu of a degree
Minimum 3 years' experience in Customer Service, Retail and/or Sales, including 1 year of experience in a lead or supervisory role
Strong Customer Service skills are critical, including experience with escalated customer service issues.
Experience providing Customer Service via multiple methods (phone, e-mail, live chat, face-to-face, postal mail, etc.) desired
Strong problem solving/resolution-oriented skills.
Superior decision-making skills - the ability to quickly understand and analyze new information and situations.
Superior decision-making skills, including the ability to quickly understand and analyze new information and situations.
Strong multi-tasking and organizational skills.
Must demonstrate initiative and the ability to work independently within a diverse team environment.
Exceptional oral and written communication skills
Experience using and/or knowledge of all company Apps is also beneficial.
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies' staffing needs and workplaces. Partner with us to land your next exciting career.
VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.