• Job Description

  Req#: JP-003845834

  Description:

  HOURS: 9:30am to 6pm or 9am to 5:30pm, must be flexible. Monday through Friday.

  Inbound call center for a company with 20 websites and approximately 90,000 products (clothing including socks, jackets, boots, etc.) for sale online. Calls will be from customers looking to place an order, follow up on shipment dates, questions about product colors, sizes, availability, etc.

  CSR's will be assigned to 3-5 websites and take calls/emails from customers pertaining to those products (rather than be trained on all 20 websites).

  Looking for (1) Team Lead to join the team. Each team lead will have 5 to 7 call center agents aligned to them in which they will be responsible for.

  Summary: Be a role model for the customer service team to ensure all customers receive excellent service whether by phone, email, in person, or via chat. Assist in the development of customer experience team members through consistent monitoring, training, feedback, and positive reinforcement. Lead problem-solving tasks on delayed orders.

  Essential Duties & Responsibilities include, but are not limited, to the following:

  • Will manage call reviews and educate team; will listen in on and score calls.

  • Be accessible to assist the team with calls on a variety of topics such as product questions, order questions, account questions and other customer concerns

  • Keep employees engaged and motivated – work with Team Manager to plan team-building activities

  • Monitor daily metrics to ensure tasks, calls, emails, and charts are being completed

  • Assist with coaching sessions to improve the performance of the Customer Service Team

  • Ensure orders in pending order states are reviewed daily and assign additional members to the task as needed to ensure the customer is provided excellent service

  • Ensure expedited orders are shipped on time

  • Ensure problem orders are resolved quickly with the best solution for the customer in mind

  • Handle and resolve customer complaints, identify, and escalate priority issues

  • Respond to customer phone calls, emails, and chats as needed

  • Review and manage order fulfillment status to ensure completion and accuracy

  • Assist with third party customer service accounts as needed

  • Assist with processing returns and refunds as needed

  • Assist with special requests, problems and unresolved issues for customers and CESs

  • Participate in learning and development activities and other product training

  • Meeting company expectations regarding productivity

  • Provide support to other Team Leads based on their needs and in their absence

  • Provide data to the Team Manager when the department needs change and additional hires are needed. Assist with hiring including interviews.

  • Communicate with other departments regarding any concerns or issues

  • Any other tasks, projects or duties that may be assigned.

  Additional Skills & Qualifications:

  MUST HAVE:

  • At least 1+ years in a leadership role in a call center (team lead, mentor, supervisor, manager).
  • Ability to lead, coach, motivate, develop and mentor (ask for examples)
  • Ability to have difficult conversations and performance manage low performing employees
  • Attendance/reliability and a strong work ethic.
  • Ability to take feedback (not getting defensive/argumentative).
  • High school diploma

  About Aston Carter:

  Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

  At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

  Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

  The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

  If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

• About the company

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