Customer Service Representative Team Lead

EssilorLuxottica Group•Greensboro, NC

About The Position

The Customer Service Lead plays a critical role in ensuring that frontline Customer Service Agents (CSAs) are set up for success. The Team Lead plays the part of subject matter expert that CSAs look to for advice and guidance on best practices in Customer Service. The Customer Service Lead provides the coaching and training needed to support CSA performance metric expectations. Also plays a part in solving customer concerns, providing real-time support to agents, handling customer e-mail and phone contacts and interfacing with cross-functional business groups to drive resolution on issues that cannot be solved by frontline agents. The Team Lead works closely with leadership staff to ensure continual improvement of the customer experience is achieved and identified gaps are addressed.

Requirements

High School Diploma
Experience coaching and using a consultative approach toward delivering feedback
Experience taking ownership and driving resolution on escalated customer issues
Intermediate to advanced business productivity software experience – emphasis in Outlook, Excel and PowerPoint
Strong time management and re-prioritization skills
Ability to multitask and perform in constantly changing environment
Exceptional listening skills
Ability to work weekends and/or evenings
Experience in identifying and reporting quality gaps for a group of people to leadership
Fluency in English - strong written and verbal communication skills

Nice To Haves

Associates degree
1+ year(s) experience in a call center environment
Experience in leadership positions
Experience in customer service supervision/management
A drive to dig into the details of a system or process to solve customer problems
Proven success in a fast paced support environment

Responsibilities

Owns escalated customer contacts and leads the effort to satisfactorily resolve them.
Answers frontline agent inquiries, points agents to internal reference materials for guidance and gathers information to update internal reference materials and processes.
Provides prompt, efficient, detailed, customer-oriented service to Luxottica WHNA customers.
Owns high-touch accounts at the request of Customer Service and Sales leadership.
Works with other customer support teams to ensure a consistent and high-quality level of support.
Drives projects to improve support-related processes.
Acts as an advocate for the customer, reports and acts on observed areas for improvement
Actively seeks solutions to customer needs, communicates trends to leadership, and suggests innovative solutions on behalf of the customer experience.
Assists with CSA communication during launches and support events.
Assumes responsibility for developing detailed knowledge about specific product lines and features.
Makes sure internal knowledge reference pages are updated.