The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive Customer experience.
Key job responsibilities
• Manage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to: Seller Central, CSC Call Center Manager, TT, SIM, Fulfillment Control Center, Product Management, WLIB tools
• Monitor and guide daily workflow including; phone, email and chat volume ensuring consistent coverage of all three channels
• Facilitate high-volume CS help desk communication using SIM. Prioritize issues, managing communication as resolve ticket within SLA
• Maintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction
• Maintain customer feedback channels
• Assist with hiring interview loops and onboarding of permanent and temporary staff
• Assist with new hire training program as needed
• Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues
• Distribute and manage special project workflow with CSR’s
• Adopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff
• Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot
• Collaborate with internal groups: QC /Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues
• Sustain SLA by assisting with high volume and peek workload /acting as CSR
BASIC QUALIFICATIONS
Mastery of Shopbop CS practices, policies, and systems including CSC and Stiletto.
Flexibility with full-time schedule including shift assignments on weekends/evenings.
Demonstrated ability to react quickly, utilize critical thinking and problem solve, using available resources and tools.
Exceptional communication skills, including the ability to clearly and concisely communicate in writing and speech; listening and interpreting customer needs.
Experience working under pressure in a high-volume environment while maintaining standards for productivity and quality.
Demonstrated initiative and ability to take on additional tasks and complex situations with limited supervision.
High school diploma or equivalent.
PREFERRED QUALIFICATIONS
Required mastery of shopbop CSS essential functions
Excellent time-management, organizational, and prioritization skills.
Fastidious attention to detail.
2 years of experience in high-touch Customer Service, retail, or service/luxury industry required.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.