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Customer Experience Leader
3 semanas atrás
Join our team as a Customer Service Supervisor
About Us:
We strive to create an awesome work environment with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes.
Our goal is to take care of you, encourage you to learn and grow, and give you lots of opportunities to do so. We want you to give your best, and we'll give it right back.
Job Description- Key Responsibilities:
We are looking for a customer care leader who can effectively coach and lead a customer service team to consistently hit metrics and provide an amazing customer experience with hospitality.
Create a continual learning environment for the customer service team on new products and services.
Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
Summarize and report department metrics and goals to determine the meeting of business objectives.
Implement effective customer care procedures, policies, standards, and best practices.
Provide training and documentation for department-related touchpoint systems.
Respond to and resolve any escalated customer concern(s).
Responsible for developing weekly and hourly agent schedules based on business needs.
Work with IT to enhance and improve retailer-facing processes, including Trek's B2B platform, for simplicity and the best customer experience.
Hire and train new customer care representatives.
Manage operating expenses for the inside sales and sales support teams.
Stay informed on the latest industry techniques and methods.
Position Requirements:
- Bachelor's degree in Business Administration, Management, or relevant field preferred.
- Minimum of 5 years' proven experience in a customer care/hospitality position, some of which in a managerial role.
- Experience with webchat, phone, and email with customers required.
- Proficiency in Microsoft Office, customer service software, databases, and CRM tools.
- Outstanding written and verbal communication skills.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
- Fluent in English and Portuguese.
This job is active and not expired.
Seniority level- Mid-Senior level
- Full-time
- Other
- Sporting Goods Manufacturing, Retail, and IT Services and IT Consulting
