Customer Care Team Lead

Description

We take pride in our Customer Care Team providing exceptional customer service to help expand our brand. Our team members are experts at turning customer concerns into opportunities, solving problems, and ensuring we deliver the kind of customer service people rave about.

You are organized, detail-oriented, authentic and passionate about customer care.

DUTIES & RESPONSIBILITIES:

DAY-TO-DAY (80%)

• Provide exceptional customer service through chat, email and phone communication ensuring customer expectations are met and exceeded.
• Support customers with managing orders as needed throughout the purchase process
• Provide customers with timely communication on updates to existing orders as needed
• Manage bulk communication to customers on order updates as needed
• Support and drive sales transactions with customers
• Understand the Sundays product assortment
• Support customers with logistics execution and problem solving
• Support retail with inquiries from customers in the showroom
• Manage product return requests from customers through approval
• Manage customer reviews on external platforms

DEPARTMENT MANAGEMENT (20%)

• Approve escalations from Customer Care Associates related to orders
• Support Customer Care Associates with questions relating to orders, processes, product and escalations
• Support in ensuring all Customer Care Associates have required Product Knowledge training and resources from Product and Marketing
• Support in ensuring all Customer Care Product Knowledge pages and resources are up to date
• Support on department projects, as required


 

QUALIFICATIONS & REQUIREMENTS:

• Required to work on weekends, when scheduled
• 1 – 2 years of Customer Centre, Customer Care experience and/or order management in a high-volume environment
• Excellent written, verbal and interpersonal communication skills
• Strong ability to understand customer needs and diffuse contentious situations while remaining calm, informative and friendly
• Confident in multitasking, prioritizing and organize tasks to meet deadlines and increase efficiency
• Detail-oriented
• Works well under pressure, independently and as a member of a team
• Intermediate to advanced computer skills including Microsoft Office suite, navigating the web and ability to type 50+ wpm
• Experience with Shopify or e-commerce platform an asset

WHAT WE OFFER

• Be part of a growing business
• Comprehensive benefits plan (health, dental, vision)
• Generous product discounts
• Free weekly classes at Ride Cycle Club
• Kitchen stocked with coffee and tea
• Modern, casual, and open office with views of downtown Vancouver and mountains
• Competitive salaries
• Professional development opportunities

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