Customer Experience Representative - Lead

CUSTOMER EXPERIENCE REPRESENTATIVE LEAD REPORTS TO: ASSISTANT CUSTOMER EXPERIENCE MANAGER STATUS: NON-EXEMPT Summary Boot Barn is where community comes first. We thrive on togetherness, collaboration, and belonging. We build each other up, listen intently, and implement out-of-the-box ideas. We celebrate new innovations, congratulate one another's achievements, and most importantly support each other. At Boot Barn, we work together to make a positive impact on the world around us, and by working collectively with encouragement, we consider ourselves "Partners." With the values of the West guiding us, Boot Barn celebrates heritage, welcomes all, and values each unique Partner within our Boot Barn community. Our vision is to offer everyone a piece of the American spirit - one handshake at a time. The CER Lead is the first point of contact for partners regarding escalated issues and for resolution. They are an active promoter of Boot Barns Core Values, enthusiastic, and dependable. This role will also be responsible for taking calls during peak season periods in addition to covering ACD and/or assisting with special projects. A Lead CER creates and maintains a high-quality work environment, so team members are motivated to perform at their highest level. The ideal candidate represents Boot Barn and the Customer Experience team by remaining positive, professional, and providing spectacular quality service to all customers. Essential Duties and Responsibilities Acts as first level escalation point for internal helpdesk calls and external customer calls. Mentors' new hires and encourages the development of CER's. Assists CER's with procedural and product related questions. Monitors and responds to social media posts and messages Researches and responds to customer inquiries Monitors interdepartmental communications and follows up as needed Monitors third party retail marketplaces and responds to customer inquiries Assists supervisors with daily operations of the call center Directs CER's and communicates phone coverage needs by ensuring CER's are available and adhering to their assigned schedules. Collaborates with the training department in areas of need and ensures team members are provided with the training tools needed to do their job proficiently Monitors orders needing customer follow-up and delegates call backs as needed Partners with the CSR Supervisor to ensuring sufficient staffing for incoming calls by managing representatives break schedules Monitor employees' performance and rely any areas of opportunity to the training department. - Providing support and direction to employees so that calls are answered in a timely, efficient, and knowledgeable manner Demonstrates high degree of professionalism in communication, attitude and teamwork with customers, peers and management Demonstrates high level of quality work, attendance and appearance Adheres to all Company Policies & Procedures and Safety Regulations Adheres to local, state and federal laws Performs any other duties that may be assigned by management Understands and complies with all company rules and regulations Qualifications Minimum 1 year of customer service experience Must be punctual and dependable Superior ability to provide quality customer service Strong Organization skills and the ability to multi task Competencies Adaptability Communication Decision Making Initiative Innovation Motivator Organization Professionalism Results Orientated Boot Barn Benefits & Additional Compensation Opportunities Competitive hourly rate. Merchandise discount: 50% off of Exclusive Brands and 40% off of third-party brands. Paid Time Off plan for year-round Boot Barn Partners.* Medical, Dental, Vision and Life Insurance.* 401(k) plan with generous company matching. Flexible schedules and work/life balance. Opportunities for growth at every level - we are opening 50+ new stores each year. For eligible Boot Barn Partners compensation varies based on geography, skills, experience, and tenure Physical Demands In general, the following physical demands are representative of those that must be met by a Partner to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job. Standing, walking and squatting more than fifty percent of the work shift. Required to lift, move and carry up to 40 pounds. Ability to read, count and write to accurately complete all documentation and reports. Must be able to see, hear and speak in order to communicate with partners and customers. Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms. [ X ] Sedentary: Limited activity, no lifting, limited walking [ ] Light: Office work, some lifting, bending, stooping or kneeling, walking [ ] Moderate: Mostly standing, walking, bending, frequent lifting [ ] Arduous: Heavy lifting, bending, crawling, climbing Work Environment In general, the following conditions of the work environment are representative of those that a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently abled individuals to perform the essential functions of the job within the environment. The workspace is clean, orderly, properly lighted and ventilated with the proper safety compliance. Noise levels are considered moderate. Boot Barn, Inc. reserves the right to make exceptions to modify or eliminate this document or its content. This document supersedes all previous policies, procedures or guidelines pertaining to this subject. Our core value of community bands us together in supportive and inclusive ways to drive our collective success. Boot Barn provides equal employment opportunity to all applicants and employees without regard to race, color, religion, sex, sexual orientation, age, national or ethnic origin, veteran or military status, disability, as well as any other protected status under the law. Americans with Disabilities Act (ADA) - Boot Barn will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required by applicable laws. If you have a disability and require assistance in this application process, please visit your nearest Boot Barn Store or Distribution Center or reach out to Human Resources at 1-949-453-4400, Option 5.