Customer Service Lead Agent

Days/Hours Required:

Full time hours - Monday - Friday (8:30am - 5:00pm / Rotating Saturday)

Starting Pay: Based on experience

**This is an in-office position located at our Company Headquarters in Midlothian, VA.**

Company Overview

Shades of Light is one of the fastest-growing e-commerce brands in the $800 billion home furnishings market. We strive to inspire our customers to distinguish their unique style with a highly curated selection of hand-picked and exclusive designs. Shades of Light started from humble beginnings in 1986 as a small, single retail location in historic Richmond, Virginia selling unique, high-style lighting designs. Since that time, the company has grown to become a national, multi-channel retailer of lighting and other home decor products, including rugs, furniture, mirrors, fans, and wall decor. True to its heritage though, the company has remained singularly focus on its curated collection of high-style products and unique lighting designs, many of which are produced in-house by the company’s own staff of highly trained artisans.

Summary

Support Customer Service Agents timely and courteous service through phone and written communication. Provide direction and support to CSR’s with a goal of continually meeting and expanding the definition of superior customer service.

Job Requirements/Expectations:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Manage high-level customer complaints and provide immediate resolutions.
• Monitor upper tier task schedules.
• Manage ticketing platform including directing assignments, reorganizing and prioritizing meeting department expectations, ticket merge, and box clean out.
• Monitor and coach agents on proper use of ticketing platform and effectively communicating processes.
• Monitor and coach agents to ensure tasks and tickets are completed within department metrics.
• Support agents in reaching Quality Assurance metrics.
• Provide additional support for problem resolutions to agents when handling difficult situations, and customer escalations.
• Act as point of contact for customer service escalated calls and emails.
• Assist with daily workflow to ensure agents are supported during times of peak calls and emails.
• Assist with identifying areas of process and training improvements to increase efficiency.
• Act as a point of contact for IT related concerns, submitting tickets to help troubleshoot and correct.
• Perform system and program testing as needed.
• Processing opening and closing procedures as needed.
• Organize, direct and monitor daily activities of customer service agents.
• Provide prompt resolutions or recommendations for inquiries surrounding customer service concerns.
• Monitor and perform quality checks on ticket resolutions from agents providing feedback and coaching as needed.
• Monitor Customer Service department MS TEAMS ® chat to ensure compliance, address customer service issues and provide support to agent questions and concerns.
• Collaborate with other members of the leadership team to address email concerns, ticket assignments, and task completion.
• Assist with department training and development efforts as needed.
• All other duties assigned by management. (IE: Verify KOUNT accuracy)

Qualifications:

• 1-2 years of previous Call Center experience
• 1-2 years of supervisory/leadership experience
• Excellent attention to detail
• Excellent customer service skills
• Excellent written communication skills
• Proficient on Excel, Word, Outlook
• Commitment to excellence and high standards
• Strong organizational skills; able to manage priorities and workflow
• Ability to work independently and as a member of various teams and committees
• Professional demeanor
• Ability to understand and follow written and verbal instructions
• Ability to multi-task on 2 monitors and multiple programs/systems
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Positive attitude and focused; Ability to work independently; Ability to prioritize tasks; Completes tasks with minimal errors
• Promotes company values and fellow agents

Benefits:

We offer an attractive benefits package including:

• Medical with HSA option
• Dental
• Vision
• Short Term Disability - paid by employer
• 401(k) plan with company match
• Paid time off
• Paid holidays, and more!

**Shades of Light is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status**