CX Support Team Lead

Generation Tux•Louisville, KY

9d•Onsite

About The Position

Generation Tux is currently looking for management-quality team members to join our Customer Experience division. Applicants should be reliable, hard-working, detail-oriented, and able to problem-solve. A typical day includes regular contact with team members for the development and support of their work. We strive to have a strong corporate culture that stresses communication and high-level execution.

Requirements

1+ year in customer service experience (retail, call center, other)
Effective negotiation and persuasion skills
Excellent verbal and written communication skills
Ability to think “outside the box”
Strong relationship-building and motivational skills
Must be self-motivated, organized, and able to work independently to meet goals
Technology and web-savvy
Provide coaching feedback and analyze statistics
Flexible schedule availability, including nights and weekends
Internal applicants should not be on corrective action

Nice To Haves

Experience in a leadership role preferred (people or process management)

Responsibilities

Responsible for maintaining a high level of professionalism and working to establish a positive rapport
Supervise service-oriented telephone, email, and chat support operations
Supervise staff performance and effectiveness using call center best practice metrics
Assist in the resolution of escalated customer situations - be the final point for customer escalations
Subject matter expert in areas of fit and style as related to men’s formalwear
Subject matter expert on customer service systems, workflows, and business rules
Motivate, mentor, and coach staff, providing feedback and recommendations for continuous improvement
Communicate effectively with departmental leadership and other stakeholders
Hold staff accountable for delivering on expected work output- quantity and quality
Schedule and monitor agent breaks
Participate in phone screen and interview process- influence hiring decisions