The Lead Customer Service Specialist: Direct-to-Consumer is responsible for leading the daily workflow of the direct-to-consumer customer service business and serving as a subject matter expert, while interfacing directly with both customers and internal business partners, training and coaching customer service team members, and resolving customer issues. 

What You’ll Do:

• Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Training temporary, new, and current team members in policies, procedures and best practices to ensure consistency and a high level customer service across the entire team.
• Coaching and assisting Customer Service Specialists and temporary hires to manage workflow across all direct-to-customer programs and to ensure efficiency and accuracy of all agents in resolving product or service problems, while at the same time maintaining personal work efficiency and accuracy
• Providing ticket-level and program-level reporting; analyzing statistics or other data to determine the level of customer service provided and to suggest improvements in customer service procedures, policies and standards
• Identifying, reporting and following up on program or platform issues or updates that are affecting the customer experience, and working to improve overall efficiency of customer service efforts
• Creating and updating content for product and customer service platforms (including but not limited to internal training documents and customer-facing messaging)
• Maintaining a full understanding of all platforms, processes and procedures to be able to identify patterns and potential problem areas and work on solutions
• Communicating and coordinating with internal departments, including Sales, Marketing, and Operations
• Working with customer service supervisor to ensure proper customer service delivery, and contributing to team effort by accomplishing related results as needed
  

What You’ll Bring:

• 5 years of customer service or customer facing experience preferably in the consumer goods industry
• Strong ability to identify business issues, formulate plans to resolve these issues, and effectively communicate the results to management
• Thorough understanding of customer service best practices
• Proven ability to identify and trouble shoot problems, as well as resolve conflict
• Strong listening and communication skills, especially written
• Pro-active, creative and self-motivated work style
• Proven ability to effectively manage multiple projects amid changing priorities in a fast-paced environment
• Strong computer and typing skills

Work Environment

The noise level in the work environment is usually moderate. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk.