Quality customer service is our goal! The eCommerce Customer Service Lead will facilitate the ordering, return, delivery and general customer service requirements of our D2C customers across the Boardriders brands. Additionally, this position is responsible for providing direct support to eCommerce Customer Service Representatives during escalated interactions. The Lead will also assist the eCommerce Customer Service Manager with daily call center operations in an effort to drive efficiency, meet KPIs, and ensure the delivery of quality service to the customer at all times. The Customer Service Lead reports to the Customer Service Manager.
This role resides in the Boardriders headquarters in Huntington Beach, CA.
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities are able to perform the essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Provide motivation, support and guidance to the customer service team during escalated customer interactions
Assist the Customer Service Manager to ensure smooth operations and flow within the call center
Assist in the creation and documentation of new and improved call center processes to drive efficiency and quality delivery of service to customers
Assist with daily team huddles, prioritization of tasks, and ongoing training of team members and new hires
Resolve and investigate incoming customer calls, emails and other inquiries in a supportive, friendly and helpful manner which will result in KPI achievement, first contact resolution, and high customer satisfaction
Provide knowledgeable and helpful advice to customers with regards to our product
Liaise with multiple external departments regarding general customer information and feedback to ensure a well – coordinated and streamlined customer service process
Use high level communication and rapport building skills when interacting with customers and internal/external parties in order to develop relationships
2+ years’ experience in customer service call center
Proficient in ZenDesk
Experience in building and maintaining customer relationships
Excellent written and verbal communication skills
Problem solving skills
Ability to meet deadlines
Strong time management and organizational skills, with an ability to multi-task
Team player with a flexible approach
High level of motivation and energy
Proficiency with MS Word, MS Excel