Customer Service Team Lead at Generation Tux

Louisville, Kentucky, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervision, Coaching, Mentoring, Performance Management, Customer Support, Problem Solving, Communication, Negotiation, Persuasion, Relationship Building, Motivation, Organization, Data Analysis, Hiring, Process Management, Style Expertise

Industry

Retail Apparel and Fashion

Description

Description LOCATION: Louisville, KY - In-Office REPORTS TO: Inbound Call Center Manager TYPE: Full Time, Non-Exempt DEPARTMENT: Customer Experience Generation Tux is currently looking for management quality team members to join our Customer Experience division. Applicants should be reliable, hard-working, detail-oriented, and be able to problem-solve. A typical day includes regular contact with team members for development and support of their work. We strive to have a strong, corporate culture that stresses communication and high-level execution. EXPECTATIONS Responsible for maintaining a high level of professionalism and working to establish a positive rapport Supervise service oriented telephone, email, and chat support operations Supervise staff performance and effectiveness using call center best practice metrics Assist in resolution of escalated customer situations - be a final point for customer escalations Subject matter expert in areas of fit and style as related to men’s formalwear Subject matter expert on customer service systems, workflows, and business rules Motivate, mentor, and coach staff, providing feedback and recommendations for continuous improvement Communicate effectively with departmental leadership and other stakeholders Hold staff accountable for delivering on expected work output- quantity and quality Schedule and monitor agent breaks Participate in phone screen and interview process- influence hiring decisions Requirements 1+ year of experience in a leadership role (people or process management) 3+ years in customer service experience (retail, call center, other) Effective negotiation and persuasion skills Excellent verbal and written communication skills Ability to think “outside the box” Strong relationship building and motivational skills Must be self-motivated, organized, and able to work independently to meet goals Technology and web savvy Provide coaching feedback and analyze statistics Flexible schedule availability, including nights and weekends Internal applicants should not be on corrective action Posting Statement At Generation Tux, we believe that our goal is to enable incredible lifestyle experiences during major life events. Each of us has a responsibility to drive accountability, transparency, and respect. Generation Tux is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Generation Tux does not accept unsolicited headhunter and agency resumes. Generation Tux will not pay any third-party agency or company that does not have a signed agreement with Generation Tux.

Responsibilities

This role involves supervising telephone, email, and chat support operations, maintaining professionalism, and acting as the final point for escalated customer situations. Responsibilities also include motivating, mentoring, and coaching staff while holding them accountable for output quality and quantity.