Customer Care Team Lead

Shutterfly - Shakopee, MN (30+ days ago)3.8


Customer Care Team Lead – Customer Care Center

The Customer Care Team Lead is responsible for ensuring that exceptional service is provided to every customer by the Customer Care Team. The team Lead reports to a direct supervisor, however, you may be asked to assist outside of your team with various side tasks. S/he will support the Customer Care Team by being readily available for assistance regarding general questions or order issues. S/he also is a proven leader with the ability to motivate and lead by example.

Primary Duties

1. COACHING:
a. Coaching a minimum of 4 hours per week. Coaching includes side-by-side sit-ins, 1:1’s.

ESCALATIONS:
b. Monitor escalation queues (Hermes, Phone Esc Queue) and provide assistance when contacts are holding over 5 minutes.
c. Resolve customer complaint escalations in an efficient, professional and friendly manner
d. Handle Corey/Levi escalations when sent via email
e. Resolve escalation emails from the CMT-Supervisor email box as needed

WEEKLY REPORTING:
f. Prepare weekly agent performance updates including CSAT, QA, and productivity metrics
g. Audit Weekly refund report (TP-only)

REAL-TIME ADHERENCE MONITORING:
h. Continually monitor agent statuses to ensure productivity

COMMUNICATION:
i. Maintain open lines of communication between sites by actively participating in Leadership LYNC Chat rooms
j. Maintain presence on production floor with team

2. Assist with implementing all process improvements within the Customer Care Team
3. Identify and recommend merchandising, site usability and policy improvements, based on customer trends/feedback
4. Provide complete and accurate feedback to your supervisor regarding team needs, individual needs, any recommendations for coaching/training opportunities and any agents needing acknowledgement for excelling as well as recommendations for growth
5. Handle internal emails in a timely manner as well as other shared email escalation inboxes
6. Answer incoming phone calls, respond to customer emails/live chats and perform all departmental tasks as needed
7. Maintain a positive attitude on the floor, motivating, recognizing and rewarding team members
8. Backup support for Workforce Management, oversee daily operations of Contact Center, ensure proper staffing, phone coverage and all email/live chat response times are being met according to company policies and procedures
9. Assist in expediting orders that are extremely time-sensitive (memorial, wedding, other big event)

Experience Required
1. Education – high school diploma or GED equivalent
2. Minimum average typing speed of 35 wpm
3. Excellent customer/client communication experience and skills (phone and email)
4. Resolution management skills: ability to effectively resolve escalated issues with customers and vendors in a timely manner

Experience Preferred
1. Minimum 6 months experience in the Customer Care Representative role (TP and/or SFLY)
2. One year customer/client communication experience (phone/email/live-chat/share sites/mobile)
3. One year experience in a customer service call center environment
4. Experience in a supervisory/leadership role
5. Experience in print/design a plus
Knowledge / Ability / Skills
1. Exceptional communication and interpersonal skills: ability to effectively and concisely communicate and build relationships with customers/vendors
2. Excellent organizational skills and attention to detail: ability to prioritize demands and multitask to complete daily objectives
3. Willingness and desire to go the extra mile for customers
4. Proficient in using Outlook, MS Office, Google Docs and web browsers
5. Thorough knowledge of RightNow, Catman, Brians Pants, Sumos, InContact, Odin, Ignite, KB
6. Desire to work in and adapt quickly to a fast-paced, rapidly growing start-up environment
Physical Demands and Work Environment
The following are required in order to perform the primary functions of the job. Reasonable accommodations may be available to individuals with disabilities.
1. Standing, walking, sitting, speaking and typing
2. Using computers, phones and other technology devices
3. Good visual and auditory skills
4. Flexibility with scheduling and work hours