Customer Service Representative – PT Lead
Role Profile
Position Summary
The PT Customer Service Lead is a non-exempt, part-time role, entry-level lead role, reporting to the Customer Service Manager. This role is responsible for online and in-store customer service and online order returns at our Main Store. To best serve our customers, this role will partner with many key internal stakeholders, including the Store, Distribution, Textbooks, Merchandising, Marketing, Info Systems, and Accounting Teams. The key accountabilities for success for the PT Customer Service Lead role are to act as a mentor and leader for associates assigned to the Customer Service Resolution (CSR) Department. Ensure that customer issues/requests are resolved properly and promptly, and that online order returns are completed in a timely manner. Partner with the appropriate internal departments as needed.
Key Competencies for Success:
- Strong communication skills (phone, email, live chat, and in-person)
- Adept at problem-solving
- Attention to detail
- Collaborating with others
- Planning and organization
- Team leadership
- Training others
- Customer Focus
Key Accountabilities & Achievements: - Online and In-Store Customer Service
- Ensure all online customer inquiries are responded to and promptly resolved.
- Ensure all online returns, exchanges, and go-backs are completed in a timely manner.
- Monitor pending tickets and returns requiring attention and follow-up with customers accordingly.
- Engage with and offer service to in-store customers when on the sales floor.
- Escalations
- Recognize when a customer’s inquiry or issue needs to be escalated and partner with the Customer Service Manager to resolve.
- Notify the appropriate internal departments and key stakeholders of present and/or potential issues that require attention.
- Coach and Develop CSR Staff
- In partnership with the Customer Service Manager, assist in the training and development of associates assigned to the CSR Department.
- Mentor Sales Associates
- Lead and mentor sales associates by exemplifying our core values, demonstrating our customer service standards, and ensuring all standard operating procedures are being followed.
- Recognize when sales associates need guidance and/or support and proactively offer assistance.
Knowledge, Abilities & Experience for Success:
- High school diploma or GED required.
- 1+ year retail and/or customer service experience preferred.
- Communications with internal and external partners.
- Technology experience (not limited to): strong typing skills and Microsoft Suite. Training will be provided for Zendesk, Netsuite, Shopify, and Shiphawk.
Physical Demands:
- Constant computer use and typing
- Frequent use of a headset for phone calls
- Must be able to lift to 50 pounds. Must be able to move about and ascend/descend stairs, ramps, and ladders
- Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner
- Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); color vision (ability to identify and distinguish colors)
- Continuous sitting, standing, walking, using stairs, hearing, talking, bending, crouching, and working closely with others
Work Environment:
- Ability to work a varying retail schedule including early mornings, evenings, weekends, and holidays and game days
- Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
- Moderate noise (examples: business office with computers and printers, light traffic)
Please note that this role profile is not intended to provide an exhaustive list of competencies, accountabilities, and achievements required of the team member in this role.
Our commitment to equal opportunity employment (EOE) extends to all aspects of the employment relationship, including recruitment, hiring, promotion, transfer, disciplinary action, layoff, training, and benefits. We strive to provide a work environment free from discrimination, harassment, and retaliation.