Call Center Lead

Description

Benefits: Health/Dental/Supplimental Insurance, 401K Match, On Site Market, Fun Enviornment, ESPP, PTO

This postiton requires in office work and is not a work from home position.

Shift: Tuesday through Saturday 9:30am - 6:00pm

Purpose of Position:

The eCommerce Customer Service Lead trains , and motivates Customer Service Representatives to provide excellent service to customers. They will assist with collection, analysis, and distribution of data to improve the overall quality of the eCommerce Customer Service team.

Essential Duties and Responsibilities:

• Answer Customer Service Representative questions.
• Guide Customer Service Representatives through difficult calls or situations, diffuse tense situations, and/or handle issues that cannot be fielded by the Customer Service Representatives.
• Assist other management team members in identifying trends and establishing contact center goals.
• Prepare reports and analyze contact center data to improve processes, ensure resources are properly allocated, and efficiency is maximized.
• Understand company products, services, and policies.
• Authorize replacements or refunds.
• All other duties as assigned.

Requirements

Qualifications:

• Exceptional customer service and active listening skills.
• Verbal and written communication skills.
• Professional phone management skills. phone voice
• Proficient with computers and the ability to type at least 45 WPM.
• Ability to ask probing questions and diffuse tense situations.
• Strong time management skills.
• Adaptability and accountability
• Strong leadership abilities.

Education/Experience:

• High School Diploma or Equivalent.
• At least two years of experience as a Call Center Representative.
• Experience in de-escalation and resolution.

Certificates, Licenses, Registrations:

None

Supervisory Responsibilities:

• Lead team meetings.
• Educate and coach Customer Service Representatives regarding best practices.
• Ensure team members are meeting KPIs and take corrective action as needed.

Work Environment/Physical Demands:

The work environment characteristics and physical demands described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position is considered sedentary and involves sitting most of the time, but may involve walking or standing for brief periods of time.
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, use hands and fingers to operate a computer and telephone, and stoop/kneel to handle computer equipment.
• The employee may be required to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Specific vision abilities required by this job include near acuity at 20 inches or less due to computer work.
• While performing the duties of this job, the employee will experience a moderate noise level (i.e. business office with computers, phone, printers, and light traffic).
• Regular attendance is required to perform the duties of this job.

Travel Requirements:

This position does not require travel.

Sportsman's Warehouse is an Equal Opportunity Employer.