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Customer Service Team Lead

Customer Service Team Lead

Lilly PulitzerKing Of Prussia, PA, US
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Customer Service Team Lead

Our Brand mission is to inspire confidence and optimism, inviting everyone to shine bright and stand out. Our Brand vision statement is : "Create Your Sunshine, A Resort State of Mind". Our Brand Equities are : Casual Glamour, Sunny & Spirited, and Charmingly Disarming.

Job Description

The Customer Service Team Lead plays a crucial role in enhancing the experience of Lilly Pulitzer consumers, ensuring that every interaction reflects the brand's high standards of service. The primary responsibility is to assist in leading the Customer Service team that handles inquiries across various consumer channels, including Ecommerce, Retail, Wholesale, and Internal consumers. This role requires a strong focus on customer satisfaction, leading the team to provide consistent and exceptional service, and delivering experiences that align with Lilly Pulitzer's Sunshine Service standards.

The Customer Service team members are challenged daily and expected to be exceptionally solution-oriented, innovative, and determined. The Customer Service Team Lead is a key member of our Customer Service team and will serve as a liaison between the Customer Service Representatives and management.

A Day in the Life

  • Deliver Exceptional Customer Experience
  • Ensure that every customer interaction across multiple channels (phone, email, live chat, and social media) is handled with warmth, professionalism, and in accordance with the brand's service standards.
  • Aim to exceed customer expectations by providing solutions that delight, address concerns, and uphold the brand's reputation.
  • Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
  • Respond to irate callers in a courteous and professional manner, ensuring a positive resolution.
  • Use creative problem-solving skills in handling challenging service requests to increase customer retention.
  • Listen attentively and respond appropriately when placing online and / or telephone orders.

Order & Transaction Management

  • Service and process e-commerce exchanges, ensuring customer satisfaction throughout the process.
  • Process manual returns and exchanges resulting from retail purchases, ensuring accuracy and efficiency.
  • Locate items and complete sales for consumers, assisting with product inquiries and finalizing transactions.

    • Documentation & Record Keeping

  • Document and update consumer records based on interactions to ensure accurate and up-to-date information.
  • Track and report on customer inquiries, issues, and resolutions to improve service processes.

    • Brand & Product Knowledge

  • Maintain a strong awareness of retail locations and store operations.
  • Stay up to date on the evolving Lilly Pulitzer brand, product offerings, and policies to better assist customers.
  • Communicate effectively with retail stores and Signature Store owners to reiterate policies and ensure consumer satisfaction.

    • Billing & Payment Troubleshooting

  • Troubleshoot billing questions and issues within platforms like PayPal, CyberSource, Afterpay, and Klarna, ensuring customers receive accurate assistance.

    • Lead and Motivate the Team

  • Inspire, guide, and mentor a team of customer service representatives to ensure they consistently meet performance targets, service expectations, and maintain a high level of engagement.
  • Foster a positive, collaborative, and high-performing team culture that aligns with company values.
  • Provide support for departmental initiatives as needed, working flexibly to contribute to the team's success.
  • Assist with maintaining department productivity levels to ensure high customer satisfaction.
  • Serve as the first point of escalation for customer issues and support agents in resolving complex inquiries.
  • Act as a liaison between management and the call center team, ensuring smooth communication of updates, changes in policies, and other relevant information.
  • Relay team concerns, feedback, and suggestions to management, advocating for improvements where necessary to enhance operations.

    • Resolve Customer Issues Efficiently

  • Assist with managing and resolving escalated customer concerns swiftly and effectively, ensuring the best possible outcomes for both the customer and the brand.
  • Provide timely, empathetic solutions that maintain customer satisfaction and loyalty. Assist with handling escalated customer complaints or issues, providing timely and effective solutions that align with company policies.

    • Training and Development

  • Implement training, new tools, and best practices to improve team effectiveness, enhance customer experience, and assist with streamlining operations.
  • Lead and assist in the onboarding and training of new agents, ensuring they are equipped with the necessary tools and knowledge to succeed.
  • Work with supervisors in ongoing training sessions to keep the team updated on new products, processes, and customer service techniques.
  • Motivate team to continuously learn by encouraging team members to seek out additional training opportunities.

    • Operational Support

  • Assist in managing the daily operations of the call center, ensuring all shifts are adequately staffed and agents are effectively engaged.
  • Track and report on daily, weekly, and monthly performance data, providing management with insights on team performance.
  • Communicate management directives and company goals to the team in a clear and motivating manner.

    • Operational Flexibility

  • Adhere to attendance guidelines to ensure a consistent contribution to the team's performance.
  • Be flexible and willing to support other department initiatives as needed.
  • Work from Monday to Friday, 9 AM to 5 : 30 PM, with 1-2 Saturdays per month (note that hours may change during peak seasons or holidays).

    • Additional responsibilities include :

  • Provide phone support during peak seasons, as well as during the online sale in August and January each year.
  • Responsible for self-education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.
  • Perform other duties as assigned or required by the supervisor to support the department and company objectives.

    • Qualifications for the Position

  • 2 or 4-year degree in communications, retail merchandising, general studies, or other closely related subject; bachelor's degree preferred or equivalent experience.
  • 2-5 years' previous customer service / call center environment.
  • 2-5 years' previous sales or retail experience in a leadership role preferred.
  • The ability to make sound, informed decisions quickly and confidently, especially under pressure.
  • Ability to foster a collaborative and inclusive environment where each team member feels valued and can contribute to the team's success.
  • Excellent interpersonal and motivational skills, innovative and self-starter.
  • Positive attitude and an engaging businesslike approach.
  • Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.
  • Excellent attention to detail, and organizational skills.
  • Ability to perform a high volume of transactions accurately with limited supervision.
  • Proficiency in using personal computers, including proficiency in Microsoft Windows, Word, Excel, and Power Point.
  • Ability to master the EREG POS system, along with any new POS systems that are implemented.
  • The ability to understand data flows and understand how stock levels and product data is captured and populated on the website.
  • Ability to work comfortably and productively in all MS Office Applications.
  • Pleasant, friendly, and engaging speaking voice.
  • Exceptional "solution-oriented" nature.
  • Comfort in dealing with new technology and systems.
  • Ability to multi-task while managing time.
  • Demonstrated ability to work in a fast-paced environment.
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    Customer Service Lead • King Of Prussia, PA, US

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