Customer Care Team Lead

5 months ago

Quebec City, Canada VF Corporation Full time

Now that you ’ ve found the job description, what ’s next?

What will you do?
A day in the life of a Customer Care Team Lead at F look s a little like this.
As part of VF e-Commerce Customer Service team, this position is responsible for monitoring business performance, offering programs, and providing resources that promote service excellence and efficiency. Responsibilities include handling customer escalations efficiently and effectively to provide optimal customer servic e, and coaching and guiding Customer Service Representatives.

Let’s break down that day-in-the-life a bit more.

Assist Customer Service Representatives with problem solving and decision making. Escalate issues to other departments as needed and follow up appropriately.

Take overflow and escalated customer calls.

Complete weekly side-by-side coaching with customer service representatives.

Monitor order base flow by monitoring blocked order queues, such as accelerator and decision manager.

Assist in training (new hire and refresher) related to order management and product knowledge.

Run department telecom reports daily and monthly; report trends to leadership.

Assist in assessing customer service skills through call monitoring of one call per agent per week.

Interfaces with internal groups as necessary to ensure proper handling of customer issues and concerns.

Act as the first point of contact for customer escalations, policy and procedure questions, as well as exceptions to departmental and brand business guidelines.

Assist members of the customer service management team on additional projects and responsibilities as needed.

What do you need to succeed?
We all have unique skills that we bring to work and celebrate every day. For this role, there are foundation skills you’ll need to succeed and excel. Additionally, while formal education in a related field is great to have, we are most interested in your 3-5 years of experience and professional achievements. The foundation skills you will need in this position are:
High school diploma or equivalent education; Associate’s degree preferred

Advanced computer skills - solid experience working with database and report generating software, strong Excel skills

Excellent attention to detail

High level of organizational and communication skills

Strong problem-solving ability, Analytical

Flexible, detail oriented and able to multitask

Ability to lead, coach and develop staff

Knowledge/experience of Outdoor or Action Sports Industry and distribution channels preferred

Bilingual is a plus

**Location re quirement**: While this position is fully remote, it is required for this role to reside in Quebec.

What do we offer you?
At VF, we know you expect as much from us as we do from you. That is why we make a commitment to support and grow our people. We offer extensive development and growth opportunities for your current and future positions, a competitive compensation package, and a strong benefits package that includes medical, dental, vision, and 401(k).
Our commitment extends beyond this and into your daily work life. We strive to foster a diverse and inclusive culture based on respect, connection, and authenticity. Our focus on DEI is at the foundation of who we are and what we do.
Now WE have a question for YOU.

Are you in?

Maintenant que vous avez trouvé la description de poste, quelle est la prochaine étape ?

Qu’allez-vous faire ?
Une journée dans la vie d’un chef d’équipe de service à la clientèle chez F ressemble un peu à ceci.
En tant que membre de l’équipe de service à la clientèle de VF e-Commerce, ce poste est responsable de la surveillance de la performance de l’entreprise, de l’offre de programmes et de la fourniture de ressources qui favorisent l’excellence et l’efficacité du service. Les responsabilités comprennent la gestion efficace et efficiente des escalades des clients pour fournir un service à la clientèle optimal, ainsi que l’encadrement et le guidage des représentants du service à la clientèle.

Décomposons un peu plus ce jour-dans-la-vie.
Aider les représentants du service à la clientèle à résoudre des problèmes et à prendre des décisions. Transmettre les problèmes à d’autres ministères au besoin et faire un suivi approprié.
Prenez les appels de débordement et d’escalade des clients.
Coach côte à côte hebdomadaire avec des représentants du service à la clientèle.
Surveillez le flux de base des commandes en surveillant les files d’attente d’ordre bloquées, telles que l’accélérateur et le gestionnaire de décision.
Aider à la formation (nouvelle embauche et mise à jour) liée à la gestion des commandes et à la connaissance des produits.
Exécuter les rapports de télécommunications du ministère tous les jours et tous les mois ; rendre compte des tendances aux dirigeants.
Aider à évaluer les compétences en matière de service à la clientèle grâce à la surveillance de

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