Customer Experience Lead
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Job Location:
Portland, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
ABOUT THE POSITION
The eCommerce team powers our US and Canada sitesandour Customer Care Center. From merchandising and marketing to product management and technology the consumer iscentral toeverything we do.TheeCommerce team is known for the relentless improvement ofthe customerexperiencestriving for a better faster easierexperience.
The Consumer Relations Lead providestimelyanswers and supportfor complexquestions and inquirieshandlesexecutiveescalationsand formal complaints and contacts customers to solve problems andsolicitfeedback through ourWinbackprogram.This person will also proactively offer recommendations for consumer experience issues and concerns and provide recommendations for improvementstocurrent practices.
HOW YOULL MAKE A DIFFERENCE
Utilize advanced knowledge anduse oftools policies and practices to answer questions and effectively handle consumer and agent needs in a variety of channels for multiple brands. Consistentlyprovideexceptional internal and external customer interactionswhilebalancingafocusonColumbia Sportswear Companys net revenue.
Effectively handle all consumerexecutiveescalations.
Promote customer retention through strategicwinback initiatives that elevate the customer journey and align with organizational priorities.
Identifygaps in agent knowledgeand orunderstanding partneringwithLeadershipQuality andTraining to share provided feedbackidentifytraining gaps andproactivelyproviderecommendations and outline solutions to improve consumer and employee experiences.
Proactively takes accountability for generating a career plan and partnering with leadership to advance necessary knowledge and skills for future opportunities.Seeksand recommends ways toparticipatein department and company projects and initiatives. Actively functions as a mentor.
Performs other duties as assigned.
YOU ARE
Proficient with Microsoft Office applications (Excel Word PowerPointSharePointand Outlook)
Solutions-orientedwith strongcreativecritical-thinking skills.
Able to provide top-tier solutions forescalatedcustomer interactions.
Able to troubleshootproblem-solve make logical decisions and set priorities.
Able to work effectively under pressure
YOU HAVE
A high school education or equivalent
7 years of related experience
Extensive retail and customer care experience
Highly effectivecommunications skillsincluding strong verbal and written skills
Ability to work in afast-pacedmetric-drivenenvironment with the ability to multi-task.
Experience with NICE inContact and othersimilar products
This job description is not meant to be an all-inclusive list of duties and responsibilities but constitutes a general definition of the positions scope and function in the company.
Columbia Sportswear Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex gender identity sexual orientation race color religion national origin disability protected Veteran status age or any other characteristic protected by law. Columbia Sportswear is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process please notify your recruiter.At Columbia Sportswear Company were proud to offer regular full-time employees a benefits package that includes a variety of services and products to help make your life and work more rewarding. Our benefit programs contribute to overall employee well-being by aligning those programs with the fundamental elements of well-being: physical social/emotional financial career and community. Benefits that can protect your familys financial future and help you save money through our 401k plan plus a generous company match. Columbia offers medical dental vision life Insurance disability flexible spending accounts health savings account and an assortment of voluntary benefit offerings (accident critical illness hospital indemnity and legal services). In addition Columbia offers EAP which is free and confidential 24/7/365 counseling services. We have extensive wellness benefits employee discounts and a generous time off program available.If you need an accommodation/adjustment to successfully complete and submit your application please reach out to with the Subject: Applicant Assistance Requested.
Key Skills
- Administrative Skills
- Facilities Management
- Biotechnology
- Creative Production
- Design And Estimation
- Architecture
About Company
Founded in 1938, Columbia brand apparel, footwear, accessories, equipment, and employees have earned a global reputation for innovation, quality and performance, keeping activity enthusiasts and explorers in more than 100 countries, warm, dry, cool and protected year-round. Columbia S ... View more
