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Lead Customer Service Rep - ShockHound.com

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Job Snapshot

Location:

18305 E San Jose Ave.
Rowland Heights, CA 91748 ( map it!

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Employee Type:

Full-Time

Industry:

Fashion - Apparel - Textile
Retail

Manages Others:

Not Specified

Job Type:

Customer Service

Education:

High School

Experience:

At least 2 year(s)

Post Date:

11/5/2009

Description

Perform various day-to-day tasks that support the ShockHound.com business and customer service team.
Oversee Customer Service team to ensure efficient handling of calls, emails, chats and administrative duties.
Review orders daily to further prevent unauthorized orders from being processed.
Handle overflow customer service calls.
Assist Customer Service Representatives with the resolution of escalated issues.
Monitor Customer Service Representatives calls, chats and emails to ensure quality customer service.
Monitor call, chat and email queues to ensure proper coverage is maintained at all times.
Oversee Customer Service team in cross selling to increase overall sales.
Work closely with IT, Supervisor and Manager regarding download and technical issues.
Assist in training and developing of Customer Service team.
Coach Customer Service Representatives to provide superior customer service while implementing various cross selling techniques to increase sales.
Work with Supervisor on selecting and interviewing candidates for open CSR and seasonal positions.
Act as back up leadership for Torrid.com and Hot Topic.com Customer Service

Requirements

Strong written and oral communication skills
Minimum of 2 years online call center experience with 1 year minimum in a leadership role
Ability to motivate and train employees in a patient, flexible and positive manner
Type a minimum of 45 words per minute and possess strong download and computer skills
Bilingual preferred – Fluent in writing, reading, and speaking
Ability to multi-task, meet deadlines, and be detail oriented
High level combination of initiative, self-motivation, problem solving, organizational and follow-up skills
Ability to maintain composure during escalated issues and busy periods
Ability to professionally lead staff by example and handle supervisory duties
Strong interpersonal skills with the ability to work as part of a team
Ability to work a schedule that will include early mornings, evenings, weekends, and holidays
Strong commitment to quality customer service

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