CX Support Team Lead

LOCATION: Onsite

REPORTS TO: Inbound Call Center Manager

TYPE: Hourly, Non-Exempt

DEPARTMENT: Customer Service

Generation Tux is currently looking for management-quality team members to join our Customer Experience division. Applicants should be reliable, hard-working, detail-oriented, and able to problem-solve. A typical day includes regular contact with team members for the development and support of their work. We strive to have a strong corporate culture that stresses communication and high-level execution.

EXPECTATIONS

• Responsible for maintaining a high level of professionalism and working to establish a positive rapport
• Supervise service-oriented telephone, email, and chat support operations
• Supervise staff performance and effectiveness using call center best practice metrics
• Assist in the resolution of escalated customer situations - be the final point for customer escalations
• Subject matter expert in areas of fit and style as related to men’s formalwear
• Subject matter expert on customer service systems, workflows, and business rules
• Motivate, mentor, and coach staff, providing feedback and recommendations for continuous improvement
• Communicate effectively with departmental leadership and other stakeholders
• Hold staff accountable for delivering on expected work output- quantity and quality
• Schedule and monitor agent breaks
• Participate in phone screen and interview process- influence hiring decisions

Requirements

• Experience in a leadership role preferred (people or process management)
• 1+ year in customer service experience (retail, call center, other)
• Effective negotiation and persuasion skills
• Excellent verbal and written communication skills
• Ability to think “outside the box”
• Strong relationship-building and motivational skills
• Must be self-motivated, organized, and able to work independently to meet goals
• Technology and web-savvy
• Provide coaching feedback and analyze statistics
• Flexible schedule availability, including nights and weekends
• Internal applicants should not be on corrective action

Posting Statement

At Generation Tux, we believe that our goal is to enable incredible lifestyle experiences during major life events. Each of us has a responsibility to drive accountability, transparency, and respect.

Generation Tux is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

Generation Tux does not accept unsolicited headhunter and agency resumes. Generation Tux will not pay any third-party agency or company that does not have a signed agreement with Generation Tux.