Customer Service Lead, Luxury Stores Customer Service

DESCRIPTION

Customer Service (CS) Luxury Lead – Workflow and Process Management

The candidate has mastered essential Customer Service Lead functions and is dedicated to providing superior world-class service while ensuring the effective management of workflow and processes. This individual will join a team of 4 Lead Associates and oversee 12 CSAs, facilitating the daily coordination of process and workflow management. The CS Lead will report to the Luxury Stores Manager, providing feedback on observations and trends. They will also serve as a key contact for escalated customer issues, assisting with training and ensuring adherence to Service Level Agreements (SLAs).

Key job responsibilities

Key Job Responsibilities:

• Provide 1×1 coaching to CSAs and Lead team members to ensure performance meets company standards.
• Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA).
• Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.
• Escalate and document progress and operational roadblocks to management.
• Monitor real time adherence reporting to ensure service metrics are met.
• Act as a Subject Matter Expert (SME) for company policies and processes.
• Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment.

A day in the life

• Manage CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.
• Monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.
• Facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.
• Maintain and follow up on manual, mishandled, or exception orders to ensure customer satisfaction.
• Manage CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.
• Assist with new hire training programs and onboarding of new CSA’s, ensuring a smooth transition into the team.
• Distribute and manage special project workflows, collaborating with Customer Service Associates (CSAs).
• Adopt CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.
• Collaborate with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.
• Sustain SLA adherence by managing high-volume workloads and assisting with peak demand periods.

BASIC QUALIFICATIONS

• Flexibility with a full-time schedule, including shifts on weekends and evenings.
• Strong critical thinking, problem-solving, and communication skills, with the ability to make decisions in a fast-paced, high-volume environment.
• Ability to work with minimal supervision while managing multiple tasks and resolving complex issues.
• Exceptional organizational skills, with the ability to prioritize tasks and manage time effectively.
• Demonstrated initiative in identifying areas of improvement and providing solutions.
• High school diploma or equivalent.

PREFERRED QUALIFICATIONS

• 2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment.
• Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment
• Mastery of essential customer service functions.
• Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge
• Excellent attention to detail and ability to work in a team-oriented environment.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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.

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