Customer Service Lead

About the role

As a Customer Service Lead, you will play an important role in the lifecycle of every customer's purchase. You bridge the gap between the dream and the reality by assisting customers with scheduling their deliveries, managing payments, and skillfully acknowledging customer questions and concerns. You will work independently as well as support a small team to ensure our vision of enhancing the customer shopping experience is continually strengthened.

Responsibilities

• Consistently provide genuine, friendly, personable, and professional service.
• Effectively communicate, interact, and organize in person and on the phone.
• Demonstrate excellent listening skills and the ability to multitask within a fast-paced service environment.
• Liaison between senior leadership and team members.
• Proactively resolve escalated customer issues.
• Support sales and operations team members to go above and beyond by advocating for every customer's concerns and requests.
• Flexibility to work a retail schedule that includes days, nights, weekends, holidays, and events.

Requirements

• Consistently to provide genuine, friendly, personable, and professional service.
• Effective communication, interpersonal, and organizational skills in person and on the phone.
• Demonstrate excellent listening skills and the ability to multi-task within a fast-paced service environment.
• Liaison between senior leadership and team members.
• Proactively resolve escalated customer issues.
• Support sales and operations team members to go above and beyond by advocating for every customer's concerns and requests.
• Flexibility to work a retail schedule that includes days, nights, weekends, holidays, and events.

Qualifications

• Consistently to provide genuine, friendly, personable, and professional service.
• Effective communication, interpersonal, and organizational skills in person and on the phone.
• Demonstrate excellent listening skills and the ability to multi-task within a fast-paced service environment.
• Liaison between senior leadership and team members.
• Proactively resolve escalated customer issues.
• Support sales and operations team members to go above and beyond by advocating for every customer's concerns and requests.
• Flexibility to work a retail schedule that includes days, nights, weekends, holidays, and events.

Skills

• Customer service skills
• Communication skills
• Interpersonal skills
• Organizational skills
• Active listening
• Empathy
• Problem-solving
• Conflict resolution
• Product knowledge
• Order processing
• Service inquiries
• Multi-tasking
• Escalation management
• Chat support
• Email support
• CRM (Customer Relationship Management)

Benefits

• Health benefits
• 401(k) with company match plus profit sharing
• Cross training
• Annual breakfast prepared by our owners

Pay

The pay for this role is commensurate with experience.

Schedule

The schedule for this role includes days, nights, weekends, holidays, and events.