CS Lead, Shopbop CS

Amazon

298d

About The Position

The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive Customer experience.

Requirements

• Mastery of Shopbop CS practices, policies, and systems including CSC and Stiletto
• Flexibility with full-time schedule including shift assignments on weekends/evenings
• Demonstrated ability to react quickly, utilize critical thinking and problem solve, using available resources and tools
• Exceptional communication skills, including the ability to clearly and concisely communicate in writing and speech; listening and interpreting customer needs
• Experience working under pressure in a high-volume environment while maintaining standards for productivity and quality
• Demonstrated initiative and ability to take on additional tasks and complex situations with limited supervision
• High school diploma or equivalent

Nice To Haves

• Required mastery of shopbop CSS essential functions
• Excellent time-management, organizational, and prioritization skills
• Fastidious attention to detail
• 2 years of experience in high-touch Customer Service, retail, or service/luxury industry required

Responsibilities

• Manage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to: Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools
• Monitor and guide daily workflow including; phone, email and chat volume ensuring consistent coverage of all three channels
• Facilitate high-volume CS help desk communication using SIM. Prioritize issues, managing communication as resolve ticket within SLA
• Maintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction
• Maintain customer feedback channels: customer comments, feedback and social media inquiries via Sprinklr and Seller Central
• Assist with hiring interview loops and onboarding of permanent and temporary staff
• Assist with new hire training program as needed
• Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues
• Distribute and manage special project workflow with CSR's
• Adopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff
• Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot
• Collaborate with internal groups: QC /Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues
• Sustain SLA by assisting with high volume and peek workload /acting as CSR

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: High school or GED