Crate and Barrel Customer Service Lead in Natick, Massachusetts
Customer Service Lead
A natural mediator and expert communicator, you lead the way for an outstanding customer experience. You’re a master of conflict resolution and are confident in making timely decisions on behalf of the customer, acting as the liaison between the customer and associate. You set up your team for success, building an effective communication system to monitor and resolve customer service issues. An involved and engaged mentor, you lead by example and actively coach your team by providing productive real-time feedback. Working closely with Sales Managers, you adjust staffing and observe communication of associates to ensure customers are getting personal attention throughout their visit. Your patience and positive energy keep your team—and the store—thriving.
Maximize company sales growth and profitability by increasing sales and resolving critical customer service issues in order to deliver an engaged experience to every customer, every time.
Act as the liaison between the customer and the customer service associate, sales associate and sales manager.
Identify and coach sales associates and customer service associates on appropriate internal and receipt notes, sales skills and recovery options.
Provide specific feedback about performance directly to associates and share observations with the sales manager.
Lead the customer service associates and conduct regular developmental conversations and meetings, as directed by the sales manager.
Coach customer service associates on exceptional sales performance.
Assist with the training of new and seasonal customer service associates at the time of hire and ongoing.
Oversee an effective communication system to ensure all orders/issues are followed up on within a timely manner.
Maintain an awareness of all product information, intranet communications, and current advertising and marketing initiatives and communicate all pertinent information to store associates.
Maintain an awareness of all available resources, including customer service standards and guidelines, as well as additional furniture resources, as applicable.
Oversee and ensure the coordination with Distribution Centers and vendors regarding return and repair authorization and chargebacks.
Oversee and monitor essential financial reports.
Communicate the options and parameters for resolving issues to customers, customer service associates and/or sales associates.
Follow up with resolved customer issues in writing for those difficult and/or complex situations.
Manage the follow up process to customers, and respond to customers within the time frame promised.
Support and model excellent service by exhibiting a positive attitude and enthusiasm toward the job and company to both internal and external customers in all forms of communication.
Communicate on a regular basis with the sales manager concerning all aspects of customer service issues.
Communicate effectively and efficiently with all company associates in both written and verbal form.
Actively lead weekly customer service meetings, and general office meetings to maintain an awareness of current customer service issues.
Support the sales team by assisting on the sales floor as directed by the sales manager.
Participate in ongoing training regarding technology upgrades and new systems.
Customer service or management experience preferred
High school diploma/ GED or equivalent preferred
Good reading, written and verbal language skills (English)
Excellent communication and strong problem solving skills
Telephone presence and interpersonal skills
Data entry and basic math skills
Ability to move and/ or lift up to 50 pounds; heavier merchandise with team assist
Must be available to work a flexible schedule including weekends and holidays
Experience in a call center environment analyzing and solving escalated and intricate situations preferred
The job description and other aspects of the job listed on this job posting should not be construed to contain every function/responsibility that may be required to be performed by an associate in this job. Associates are required to perform other related functions as assigned.
Natick, Massachusetts, United States