Customer Service Team Lead

Lilly Pulitzer

123d

About The Position

The Customer Service Team Lead plays a crucial role in enhancing the experience of Lilly Pulitzer® consumers, ensuring that every interaction reflects the brand’s high standards of service. The primary responsibility is to assist in leading the Customer Service team that handles inquiries across various consumer channels, including Ecommerce, Retail, Wholesale, and Internal consumers. This role requires a strong focus on customer satisfaction, leading the team to provide consistent and exceptional service, and delivering experiences that align with Lilly Pulitzer®'s Sunshine Service standards. The Customer Service team members are challenged daily and expected to be exceptionally solution-oriented, innovative, and determined. The Customer Service Team Lead is a key member of our Customer Service team and will serve as a liaison between the Customer Service Representatives and management.

Requirements

• 2 or 4-year degree in communications, retail merchandising, general studies, or other closely related subject; bachelor’s degree preferred or equivalent experience.
• 2-5 years’ previous customer service/ call center environment.
• 2-5 years’ previous Sales or retail experience in a leadership role preferred.
• Ability to make sound, informed decisions quickly and confidently, especially under pressure.
• Excellent interpersonal and motivational skills, innovative and self-starter.
• Positive attitude and an engaging businesslike approach.
• Excellent attention to detail, and organizational skills.
• Proficiency in using personal computers, including proficiency in Microsoft Windows, Word, Excel, and Power Point.
• Ability to master the EREG POS system, along with any new POS systems that are implemented.

Nice To Haves

• Ability to understand data flows and understand how stock levels and product data is captured and populated on the website.
• Comfort in dealing with new technology and systems.
• Demonstrated ability to work in a fast-paced environment.

Responsibilities

• Provide exceptional, solution-oriented, and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations.
• Play a key role in finding solutions for escalated scenarios and resolving open issues.
• Provide overall support for the Customer Service team during peak seasons and online sale events.
• Ensure that every customer interaction across multiple channels (phone, email, live chat, and social media) is handled with warmth, professionalism, and in accordance with the brand's service standards.
• Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
• Respond to irate callers in a courteous and professional manner, ensuring a positive resolution.
• Use creative problem-solving skills in handling challenging service requests to increase customer retention.
• Document and update consumer records based on interactions to ensure accurate and up-to-date information.
• Track and report on customer inquiries, issues, and resolutions to improve service processes.
• Maintain a strong awareness of retail locations and store operations.
• Troubleshoot billing questions and issues within platforms like PayPal, CyberSource, Afterpay, and Klarna.
• Inspire, guide, and mentor a team of customer service representatives to ensure they consistently meet performance targets.
• Assist with managing and resolving escalated customer concerns swiftly and effectively.
• Implement training, new tools, and best practices to improve team effectiveness.
• Assist in managing the daily operations of the call center, ensuring all shifts are adequately staffed.

Benefits

• Standard company benefits including overtime eligibility.
• Flexible working hours during peak periods.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees