CS Lead, Shopbop CS

Description

Candidate has mastered essential Customer Service Representative functions and is dedicated to providing superior world-class service that creates and promotes a lasting relationship.

The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive Customer experience.

Key job responsibilities

• Manage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to: Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools
• Monitor and guide daily workflow including; phone, email and chat volume ensuring consistent coverage of all three channels
• Facilitate high-volume CS help desk communication using SIM. Prioritize issues, managing communication as resolve ticket within SLA
• Maintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction
• Maintain customer feedback channels: customer comments, feedback and social media inquiries via Sprinklr and Seller Central
• Assist with hiring interview loops and onboarding of permanent and temporary staff
• Assist with new hire training program as needed
• Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues
• Distribute and manage special project workflow with CSR’s
• Adopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff
• Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot
• Collaborate with internal groups: QC /Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues
• Sustain SLA by assisting with high volume and peek workload /acting as CSR
  
  

Basic Qualifications

Mastery of Shopbop CS practices, policies, and systems including CSC and Stiletto. Flexibility with full-time schedule including shift assignments on weekends/evenings. Demonstrated ability to react quickly, utilize critical thinking and problem solve, using available resources and tools. Exceptional communication skills, including the ability to clearly and concisely communicate in writing and speech; listening and interpreting customer needs. Experience working under pressure in a high-volume environment while maintaining standards for productivity and quality. Demonstrated initiative and ability to take on additional tasks and complex situations with limited supervision. High school diploma or equivalent.

Preferred Qualifications

Required mastery of shopbop CSS essential functions

Excellent time-management, organizational, and prioritization skills.

Fastidious attention to detail.

2 years of experience in high-touch Customer Service, retail, or service/luxury industry required.

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Company - Bop LLC

Job ID: A2924732