Customer Service Team Lead (KUIU)
We are a global online retail store specializing in technical outdoor apparel looking for a full time Customer Service Team Lead to join our call center team.
We are looking for a friendly, reliable, and service oriented team player with flexible availability.
Shift: Our main business hours are Monday – Friday between: 7:30a-4:00p. These hours are subject to change during holiday and per needs of the business. Some overtime and weekend work will be required.
Duties will include, but not limited to:
· Understanding the hunting culture and marketing place.
· Becoming well versed in our product line and its uses
· Continuous training and coaching of team members
· Communicate any issues/trends with upper management to reach business goals effectively
· Optimize training and reporting and build out current Helpdesk/Macros/SOP’s
· In charge of QA, and reporting of direct reports
· Work closely with current CS management team to identify needs, issues and wins
· Answering phones/emails to provide customer service to online shoppers
Requirements:
· Customer Service Team Lead Call Center Experience
· Strong communication skills verbally and electronically
· Strong typing skills
· Detail oriented
· Ability to embrace changes and challenges in real time through a typical retail day
· Ability to multitask
· Ability to work in a high paced environment with competing priorities
Additional Experience a plus but not required:
· Personal experience in hunting, backpacking and other active outdoor activities is a plus
· Ability to recommend gear based upon a customer’s specific requirements
· Familiarity with other outdoor clothing/equipment brands
· Desired experience – prior use of KUIU gear in the field