What are the responsibilities and job description for the Lead Associate - Customer Service position at Cavender's?
Overview
The Customer Service Lead supports the day-to-day operations of the Customer Call Center, ensuring smooth and efficient service delivery. This role includes assisting Customer Service Representatives (CSRs) with complex customer inquiries, product issues, web-related concerns, and operational tasks. The Customer Service Lead is responsible for ensuring compliance with company policies, maintaining customer satisfaction, and managing team performance. The ideal candidate is organized, a strong communicator, and capable of providing leadership in a fast-paced environment. This role reports to the Customer Service Manager.
Duties and Responsibilities
- Support the operation of the Customer Call Center, ensuring high-quality service is provided to customers at all times.
- Assist with opening and closing the Call Center, following proper procedures to ensure smooth transitions between shifts.
- Maintain an in-depth knowledge of the e-commerce platform and Order Management System (OMS), applying procedures and processes effectively.
- Provide support to CSRs by guiding them through customer-related issues, resolving product concerns, and addressing complex inquiries.
- Assist with troubleshooting product-related issues and web concerns that impact the customer experience, ensuring prompt resolution.
- Coordinate with stores regarding problematic orders, exchanges, and returns, ensuring that all issues are resolved efficiently.
- Assist with ensuring adherence to company policies, and help generate reports as needed to track team performance and policy compliance.
- Demonstrate a professional and neat appearance at all times, setting an example for the team.
- Ensure punctuality and consistency in attendance and job performance.
Qualifications and Requirements
Cavender's is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, military status, national origin, sex, ancestry, age, sexual orientation, pregnancy, disability, genetic information, or any other personal characteristic protected under federal, state, or local law.
Cavender's will provide reasonable accommodation for persons with a disability upon request. If you have a disability and need assistance completing the application, please call Customer Service at (888) 361-2555 or visit your nearest Cavender's store.
