Customer Service Lead

B Corp: 

Location: 

Brooklyn, NY

Job Type: 

Full Time

Category: 

Other

Required Education Level: 

Bachelor's Degree

Job Title: Customer Service Lead


Job Description:

UncommonGoods is a fun, fast paced e-commerce and catalog retailer offering creatively designed, high-quality merchandise. Our team consists of friendly, hard-working, big-thinking people who care about our impact on the environment and the world. Located in Brooklyn, NY, we are also a founding member of B Corporation, a carefully screened network of socially responsible businesses.

As the Customer Service Lead, you’ll help us ensure that our customer service team is continually providing the highest level of service to our customers. You’ll provide guidance and support to our customer service representatives who are assisting customers via phone, email, and chat. You’ll 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, you’ll help us manage the department by identifying trends in contacts and helping agents handle complicated issues.

Responsibilities:

  • Act as an advocate for our customers and be an empathetic problem-solver in all customer interactions
  • Provide leadership, guidance, and direction to 200+ seasonal customer service agents in Q4
  • 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 leadership team informed of resource constraints that will impact the team’s ability to meet customer demand

Experience Required:

Minimum Qualifications:

  • 2+ years of leadership experience
  • 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
  • Proficiency with Excel
  • 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:

  • Bachelor’s degree in Organizational Development, Human Resources Management, Business, or related field
  • 1+ year of contact center or other customer service experience
  • Desire to move upwards in the company by taking on additional responsibilities and new roles over time

Benefits and Perks:

  • Competitive salary
  • Benefits package including health, vision, and dental insurance, 401(k), and generous PTO
  • Stock options
  • Casual dress code
  • 40% discount on UncommonGoods merchandise
  • Monthly Company snacks, lunches, and team events

To Apply:

When applying please include:

·       Resume

·       Cover letter detailing

o   Your preferred method/s of motivating team members

o   Your experience with coaching and leading teams of people

To Apply : http://grnh.se/fvpr2k1

Compensation:

DOE