Customer Service Lead

EMINENT, INC.•Cerritos, CA

29d•$26 - $28•Remote

About The Position

This is a full time role for a candidate who assist Managers in training and developing customer service representatives. Answering inbound escalated calls, chats, and emails with professionalism and excellent support. Other duties may be added as needed. This is a remote Customer Service Team Lead role, open to residents in Texas and Idaho state. This position will require broad flexibility and may require working weekends This is a remote Customer Service Team Lead role, open to residents in Texas/Idaho/Nevada state. The schedule is as follows: Sat-Wed, 7AM03:30PM PST.

Requirements

Ability to work in a team environment
Ability to give and receive honest and direct feedback
Strong customer orientation with desire and willingness to help
Strong verbal and written communication skills
Ability to work in the intensity of a high-volume inbound call center and capability of upholding the highest quality standards for individual output
Knowledge of apparel construction and fabrication and various fashion categories
Ability to work required overtime when business needs warrant
Schedule flexibility as shifts can change based on needs of our customers
Ability to work autonomously in a virtual environment
Must be reachable and available by telephone, email, and instant message during work hours
Ability to meet set productivity standards on an ongoing basis
Must have a dedicated quiet and distraction free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor)
Reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted)
Ability to use the majority of your internet bandwidth for work (will have to avoid sharing bandwidth with others, especially if it involves activities that consume a considerable amount of bandwidth)
Experience with Microsoft word and excel
High School Diploma
Type 50+ words per minute

Nice To Haves

Some College
2+ years in customer service, help desk or call center experience in a retail environment
1+ years team leadership experience
Type 60+ words per minute
Working knowledge of website navigation
Experience with Microsoft Word and Excel

Responsibilities

Train and develop a team of customer service representatives.
Review email, chat, and phone call communications ensuring that company policies and ideals are upheld.
Handle escalated customer calls, emails, and chats as needed.
Respond to customer questions and comments via phone, email, and live chat with speed and professionalism.
Answer inbound telephone calls and providing excellent customer support.
Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
Follow up on all written correspondence and escalate to customer service manager on duty as necessary.
Coordinate and follow up with other departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction.
Able to navigate proficiently through multiple systems.
Keep current and train customer service representatives with all new policy and procedures.