CS Weekend Lead GameFly
THIS JOB HAS EXPIRED Join the fun, creativity and innovation at GameFly, the leading subscription-based video game rental company. We are currently seeking a Customer Service Lead who cares deeply about the customer experience. If you are looking to make a positive impact and enjoy solving problems, then we have an opportunity for YOU! The Customer Service Weekend Lead?s primary role is to assist in overseeing the daily work schedule and assignments of the CS Team to help ensure the goals of the department are met.
Assist in the supervision of the daily schedule and assignments for the CS Team and identify/recommend necessary adjustments to help the department meet the overall daily performance metrics/goals
Provide first tier support for CS representatives and perform escalations
Assist with promoting a strong career-path model for employees by providing feedback and immediate coaching.
Maintain team and site level awareness of quality and productivity/efficiency means. In a manner consistent with continuous quality improvement, provide candid feedback when appropriate.
Support members/customers via e-mail, phone calls and chat as required/assigned
Enforce Company and Department policies and procedures
Communicate issues (customers, personnel, etc.) in a timely manner to management and assist in the development of an action plan with the Customer Support Supervisor/Manager to resolve issues.
Collaborate with other departments (marketing, shipping centers, IT, merchandising, etc.) to help resolve customer issues
Perform additional duties or projects as required by management
Skills and Attributes:
Strong Customer Service skills
Ability to effectively handle escalations calmly, professionally and courteously
Strong listening skills and strong verbal and written communication skills
Demonstrate teamwork, positive attitude, openness and results-oriented focus
Must have Contact Center/Customer Support experience using email, chat and phone
Good time management skills
Familiar with Microsoft Office (Word, Excel, Outlook) and Internet Explorer
Must be flexible to work early or late shifts AND weekends, in addition to holidays
Requires 2-4 years of Customer Service leadership experience to include e-mail, chat or phone
High School diploma or equivalent required
Must be able to pass a background check and drug screen. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EOE.
||Austin, TX |
THIS JOB HAS EXPIRED