Customer Service Team Lead

LOCATION: Louisville KY - In-Office

REPORTS TO: Inbound Call Center Manager

TYPE: Full Time Non-Exempt

DEPARTMENT: Customer Experience

Generation Tux is currently looking for management quality team members to join our Customer Experience division. Applicants should be reliable hard-working detail-oriented and be able to problem-solve. A typical day includes regular contact with team members for development and support of their work. We strive to have a strong corporate culture that stresses communication and high-level execution.

EXPECTATIONS

• Responsible for maintaining a high level of professionalism and working to establish a positive rapport
• Supervise service oriented telephone email and chat support operations
• Supervise staff performance and effectiveness using call center best practice metrics
• Assist in resolution of escalated customer situations - be a final point for customer escalations
• Subject matter expert in areas of fit and style as related to mens formalwear
• Subject matter expert on customer service systems workflows and business rules
• Motivate mentor and coach staff providing feedback and recommendations for continuous improvement
• Communicate effectively with departmental leadership and other stakeholders
• Hold staff accountable for delivering on expected work output- quantity and quality
• Schedule and monitor agent breaks
• Participate in phone screen and interview process- influence hiring decisions

• 1 year of experience in a leadership role (people or process management)
• 3 years in customer service experience (retail call center other)
• Effective negotiation and persuasion skills
• Excellent verbal and written communication skills
• Ability to think outside the box
• Strong relationship building and motivational skills
• Must be self-motivated organized and able to work independently to meet goals
• Technology and web savvy
• Provide coaching feedback and analyze statistics
• Flexible schedule availability including nights and weekends
• Internal applicants should not be on corrective action

Posting Statement

At Generation Tux we believe that our goal is to enable incredible lifestyle experiences during major life events. Each of us has a responsibility to drive accountability transparency and respect.

Generation Tux is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status.

Generation Tux does not accept unsolicited headhunter and agency resumes. Generation Tux will not pay any third-party agency or company that does not have a signed agreement with Generation Tux.