Customer Care Team Lead

POSITION:

- Customer Care Team Lead*
DEPARTMENT:

- Customer Care*
REFERENCE NUMBER**:22-58**
LOCATION:

- Vancouver - Head Office (Currently a Hybrid Model)*
DURATION & STATUS:

- Full time and permanent*
START:

- ASAP*
DEPARTMENT MISSION**: **As a team, we are dedicated to consistently exceeding customer expectations through our supreme communication skills & by creating memorable moments with each of them, striving to connect our customers to the brand in the best way possible.**

*
ABOUT US: *
Our passion lies in furniture and design, and it is the fuel that drives our global Retail + Wholesale business. We started out as a family-run company and aim to maintain this as we continue to rapidly grow with 200+ employees. We’re entrepreneurial. We challenge the status quo, aren’t afraid to try new ideas, and we leverage our agile structure to make smart decisions and find new opportunities. We’re a people-first company and what we do wouldn’t be possible without our customers and our team. Join our flexible work culture and team of creative and passionate individuals.
Learn more about our story and values on our website.

*
THE SUCCESSFUL CANDIDATE CAN LOOK FORWARD TO: *
- A competitive salary, scaling upward depending on experience, skill and qualification
- Generous perks, including product discounts, health, dental and vision insurance, free classes at Ride Cycle Club, monthly lunches and an in-office kitchen stocked with snacks and essentials
- Professional development opportunities
- A modern, casual and open workplace with views of downtown Vancouver and the surrounding mountains

*
WHAT YOU’RE RESPONSIBLE FOR: *
- Create an inspiring team environment with a culture of open communication
- Perform duties and coach team ensure we provide an exceptional customer experience
- Coach and develop team members using side-by-side coaching
- Scheduling 5%/2hrs per week shadowing team members and finding best practices
- To identify, think through and articulate opportunities and challenges to your Manager fostering a culture of continuous improvement of efficiencies and customer experience
- Onboard new hires
- Delegate tasks and set deadlines
- Organize and distribute workload within the team
- Freshdesk Tickets
- Query
- Monitor team performance using metrics and observations
- Motivate team members to hit goals
- Recognize and reward high performance
- Complete adhoc reports required for customers and Management
- Foster an environment of innovation and risk-taking
- Identify knowledge gaps within team and arrange training or coaching as needed
- Oversee day-to-day operations of the team
- Assist team to complete tasks if volume requires
- Resolve issues and conflicts as they arise

*
THE EXPERIENCE OF A STRONG CANDIDATE: *
- Organized and self-efficient
- Intermediate to advanced computer skills including Microsoft Office, navigating the web, ability to type 50+ wpm
- Excellent written and verbal communication skills in English
- High school diploma required
- 1+ year customer service or order management experience
- Self-motivated, with an aptitude for attaining customer satisfaction
- Able to multitask, prioritize, and organize tasks to meet deadlines
- Exceptional written and verbal communication skills and interpersonal skills
- Excellent telephone etiquette and ability to diffuse customer emotions
- Ability to work well independently and as a member of a team
- Intermediate proficiency in Microsoft Office (Outlook, Excel, Word)
- Ability to work well under pressure
- Detail-oriented
- Order Management experience in a high-volume environment preferred

**Experience**
Required
- 1 year(s): 1+ year customer service or order management experience

**Education**
Required
- High School Diploma or better

**Skills**
Required
- Communication

**Behaviors**
Preferred
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

**Motivations**
Preferred
- Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals