CS Lead, Shopbop

Amazon • North, SC

13d • $18 - $25 • Remote

About The Position

Candidate has mastered essential Customer Service Representative functions and
is dedicated to providing superior world-class service that creates and promotes
a lasting relationship.
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

• 6+ months of KDP Tier 2 customer support experience

Nice To Haves

• 2 years of experience in high-touch Customer Service, retail, or service/luxury industry

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, 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
• 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

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed