[Hiring] Customer Service Lead @EMINENT, INC.

Role Description

This is a full-time role for a candidate who assists Managers in training and developing customer service representatives. Responsibilities include answering inbound escalated calls, chats, and emails with professionalism and excellent support. This is a remote Customer Service Team Lead role, open to residents in Texas, Idaho, and Nevada state. The schedule is as follows: Tuesday - Saturday, 5 AM - 01:30 PM PST.

Major Responsibilities

• Train and develop a team of customer service representatives.
• Review email, chat, and phone call communications ensuring that company policies and ideals are upheld.
• Handle escalated customer calls, emails, and chats as needed.
• Respond to customer questions and comments via phone, email, and live chat with speed and professionalism.
• Answer inbound telephone calls and provide excellent customer support.
• Research and resolve complaints to ensure customer retention and satisfaction.
• Follow up on all written correspondence and escalate to customer service manager on duty as necessary.
• Coordinate and follow up with other departments to ensure problem resolution.
• Work together with other customer service team members to promote an environment of customer satisfaction.
• Able to navigate proficiently through multiple systems.
• Keep current and train customer service representatives with all new policy and procedures.

Qualifications

• Ability to work in a team environment.
• Ability to give and receive honest and direct feedback.
• Strong customer orientation with desire and willingness to help.
• Strong verbal and written communication skills.
• Ability to work in the intensity of a high-volume inbound call center and uphold the highest quality standards for individual output.
• Knowledge of apparel construction and fabrication and various fashion categories.
• Ability to work required overtime when business needs warrant.
• Schedule flexibility as shifts can change based on needs of our customers.
• Ability to work autonomously in a virtual environment.
• Must be reachable and available by telephone, email, and instant message during work hours.
• Ability to meet set productivity standards on an ongoing basis.
• Must have a dedicated quiet and distraction-free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor).
• Reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted).
• Ability to use the majority of your internet bandwidth for work (will have to avoid sharing bandwidth with others, especially if it involves activities that consume a considerable amount of bandwidth).

Minimum Qualifications

• Experience with Microsoft Word and Excel.
• High School Diploma.
• Type 50+ words per minute.

Preferred Qualifications

• Some College.
• 2+ years in customer service, help desk, or call center experience in a retail environment.
• 1+ years team leadership experience.
• Type 60+ words per minute.
• Working knowledge of website navigation.
• Experience with Microsoft Word and Excel.

Benefits

• A reasonable estimate of the current base hourly/salary range is $26.00/hr to $28.00/hr.

Attention

After submitting your application, please check your spam folder for emails on your application status. Emails are sent from an ADP email address.