Nixon, Inc.:
Customer Service Lead - End Consumer Job in Encinitas, CA, CA
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Encinitas, CA, CA
Full-time | Customer Service, Management - Executive
About the job
Nixon is in search of a Customer Service Lead to join the team in Encinitas, CA.
** PLEASE NOTE: This role requires 3+ years of experience in a leadership role for consideration. **
POSITION SUMMARY //
Nixon is currently looking for a Customer Service Lead to join the customer service team in providing exceptional experiences to Nixon’s end consumer. We operate in a fast paced, fun, and high-growth environment. The right candidate will be customer oriented, energetic, organized, and excited to be part of our team.
ESSENTIAL FUNCTIONS //
• Lead the end consumer team in achieving inquiry KPIs for all media channels, including: calls, emails, and social media.
• Manage end consumer staff schedule to ensure maximum inquiry coverage at all times.
• Set positive examples of behavior and attitude.
• Mentor and develop customer service representatives in a nurturing environment where they can excel through encouragement and empowerment.
• Provide consistent direction to ensure that all customer inquiries are answered in a positive tone and as quickly as possible by customer service representatives.
• Analyze and report end consumer inquiry information to identify key business opportunities with a consistent cadence.
• Lead the end consumer team in fraud prevention by reviewing and accepting or rejecting orders suspected as potential fraud to ensure validity and consumer protection.
• Assist end consumers with service, sales, and return order support needs.
• Provide excellent customer service to end consumers by being positive, compassionate, resourceful, and responsive.
• Manage end consumer escalations as an opportunity to drive brand loyalty, strengthen policies, and enhance business processes.
• Maintain a fluid feedback loop of customer experience opportunities with cross functional teams.
• Collect and distribute product feedback from customers for internal enhancement opportunities.
• Maximize use of Salesforce, Customer Relationship Management (CRM) tool to manage potential and existing customers, manage multi-channel inquiry support, and produce effective results.
** PLEASE NOTE: This role requires 3+ years of experience in a leadership role for consideration. **
POSITION SUMMARY //
Nixon is currently looking for a Customer Service Lead to join the customer service team in providing exceptional experiences to Nixon’s end consumer. We operate in a fast paced, fun, and high-growth environment. The right candidate will be customer oriented, energetic, organized, and excited to be part of our team.
ESSENTIAL FUNCTIONS //
• Lead the end consumer team in achieving inquiry KPIs for all media channels, including: calls, emails, and social media.
• Manage end consumer staff schedule to ensure maximum inquiry coverage at all times.
• Set positive examples of behavior and attitude.
• Mentor and develop customer service representatives in a nurturing environment where they can excel through encouragement and empowerment.
• Provide consistent direction to ensure that all customer inquiries are answered in a positive tone and as quickly as possible by customer service representatives.
• Analyze and report end consumer inquiry information to identify key business opportunities with a consistent cadence.
• Lead the end consumer team in fraud prevention by reviewing and accepting or rejecting orders suspected as potential fraud to ensure validity and consumer protection.
• Assist end consumers with service, sales, and return order support needs.
• Provide excellent customer service to end consumers by being positive, compassionate, resourceful, and responsive.
• Manage end consumer escalations as an opportunity to drive brand loyalty, strengthen policies, and enhance business processes.
• Maintain a fluid feedback loop of customer experience opportunities with cross functional teams.
• Collect and distribute product feedback from customers for internal enhancement opportunities.
• Maximize use of Salesforce, Customer Relationship Management (CRM) tool to manage potential and existing customers, manage multi-channel inquiry support, and produce effective results.