Customer Service Team Lead

ApplyDescriptionLOCATION: Louisville, KY - In-OfficeREPORTS TO: Inbound Call Center ManagerTYPE: Full Time, Non-ExemptDEPARTMENT: Customer ExperienceGeneration Tux is currently looking for management quality team members to join our Customer Experience division. Applicants should be reliable, hard-working, detail-oriented, and be able to problem-solve. A typical day includes regular contact with team members for development and support of their work. We strive to have a strong, corporate culture that stresses communication and high-level execution.EXPECTATIONSResponsible for maintaining a high level of professionalism and working to establish a positive rapportSupervise service oriented telephone, email, and chat support operationsSupervise staff performance and effectiveness using call center best practice metricsAssist in resolution of escalated customer situations - be a final point for customer escalationsSubject matter expert in areas of fit and style as related to men’s formalwearSubject matter expert on customer service systems, workflows, and business rulesMotivate, mentor, and coach staff, providing feedback and recommendations for continuous improvementCommunicate effectively with departmental leadership and other stakeholdersHold staff accountable for delivering on expected work output- quantity and qualitySchedule and monitor agent breaksParticipate in phone screen and interview process- influence hiring decisionsRequirements1+ year of experience in a leadership role (people or process management)3+ years in customer service experience (retail, call center, other)Effective negotiation and persuasion skillsExcellent verbal and written communication skillsAbility to think “outside the box”Strong relationship building and motivational skillsMust be self-motivated, organized, and able to work independently to meet goalsTechnology and web savvyProvide coaching feedback and analyze statisticsFlexible schedule availability, including nights and weekendsInternal applicants should not be on corrective actionPosting StatementAt Generation Tux, we believe that our goal is to enable incredible lifestyle experiences during major life events. Each of us has a responsibility to drive accountability, transparency, and respect.Generation Tux is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.Generation Tux does not accept unsolicited headhunter and agency resumes. Generation Tux will not pay any third-party agency or company that does not have a signed agreement with Generation Tux.