Location
Appleton, WI | United States
Job description
Customer Care Team Lead: Become the Newest Member of the VF Family
As part of VF e-Commerce Customer Service team, this position is responsible for monitoring business performance, offering programs, and providing resources that promote service excellence and efficiency. Responsibilities include handling customer escalations efficiently and effectively to provide optimal customer service.
How You Will Make a Difference: Assist the Customer Service Representatives with problem solving and decision making. Escalate issues to other departments as needed and follow up appropriately.
Take overflow and escalated customer calls.
Complete weekly side-by-side coaching with customer service representatives.
Monitor order base flow by monitoring blocked order queues, such as accelerator and decision manager.
Assist in training (new hire and refresher) related to order management and product knowledge.
Run department telecom reports daily and monthly; report trends to leadership.
Assist in assessing customer service skills through call monitoring of one call per agent per week.
Interfaces with internal groups as necessary to ensure proper handling of customer issues and concerns.
Act as the first point of contact for customer escalations, policy and procedure questions, as well as exceptions to departmental and brand business guidelines.
Assist members of the customer service management team on additional projects and responsibilities as needed.
Years of Related Professional Experience: Three to five years’ experience preferred
Educational/ Position Requirements: High school diploma or equivalent education; Associate’s degree preferred
Advanced computer skills - solid experience working with database and report generating software, strong Excel skills
Excellent attention to detail
High level of organizational and communication skills
Strong problem-solving ability, Analytical
Ability to effectively manage high volumes of emails
Flexible, detail oriented and able to multitask
Ability to lead, coach and develop staff
Knowledge/experience of Outdoor or Action Sports Industry and distribution channels preferred
Bilingual is a plus
Special Physical and/or Mental Requirements: - May require extensive sitting and use of keyboard/computer with a use of a phone headset
- May require overtime as needed to meet demand/schedule.
- Must meet departmental attendance and punctuality requirements.
Hiring Range : $17.20 USD - $21.50 USD per hour
Incentive Potential : This position is eligible for additional compensation awards that may include an annual incentive plan, sales incentive, or commission potential. Specific details of the additional compensation eligibility for this position will be provided during the recruiting and interview process.
Benefits at VF Corporation : You can review a general overview of each benefit program offered, including this year's medical plan rates on and by clicking Looking to Join VF? Detailed information on your benefits will be provided during the hiring process.
P lease note, our hiring ranges are determined and built from market pay data. In determining the specific compensation for this position, we comply with all local, state, and federal laws.
At VF, we value a diverse, inclusive workforce and we provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at
[email protected] . VF will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.
Pursuant to all applicable local Fair Chance Ordinance requirements, including but not limited to the San Francisco Fair Chance Ordinance, VF will consider for employment qualified applicants with arrest and conviction records.
Job tags
Salary
