Retail Customer Experience Team Lead

Retail Customer Experience Team Lead

Blue Ridge Communications is seeking a Retail Customer Experience Team Lead to assist in supporting our customer care teams through multiple channels. In this role, it is essential to be knowledgeable in our processes and services paired with a high degree of focus on the customer experience. The candidate will be expected to assist in supporting our teams' questions, be an advocate when implementing policies and procedures such as compliance, adherence of performance metrics and tam goals. The candidate will assist in team efforts for continuous improvement, team huddles, and work on reports and documentation to assist all our supervisor team when requested. The candidate will help to create a positive and empowering team culture that is in line with our brand personality. In our everyday actions, we want to be representing our company in delivering on our promise of creating a trusted and valued connection always!

The Lead will answer standard customer interactions as needed during high call volume situations and will assist in other duties assigned to them by their reporting leader. The candidate will collaborate with peer leads and will participate in feedback sessions on designated projects when needed.

The ideal candidate must maintain a positive demeanor and know how to tactfully respond to the most challenging situations. The position requires the skill and personality to respectfully care for our valued customers, while keeping the company's policies and guidelines in perspective. Strong leadership and people skills are necessary, as well as a strong desire to improve and create new solutions. We are looking for this candidate to have a passion for customer service and working for Blue Ridge. This candidate must be an admirable example for their Team at all times.

Our Contact Center Teams are diverse and uphold a personality that is fun, caring and approachable, yet practical to deliver results. Our brand promise is,"To Deliver a Trusted and Valued Connection Always!" Our culture is rich with learning and growth opportunities. We provide weekly coaching with your dedicated leader and continuous training opportunities to ensure you feel supported in reaching your career goals. We are seeking dependability from our team members, with the ability to be flexible with your schedule on an as needed basis. Blue Ridge offers an impressive health insurance package to full-time employees, paid time off, tuition reimbursement and employee referral program.

Responsibilities include providing support to team on :

• Company Policies and Procedures
• Customer Service
• Sales and Retention
• Career development
• Coaching / Mentoring and assistance in providing reviews and feedback
• Troubleshooting our services and equipment
• Teaching all proprietary software and resources to staff
• Development of new hires after training is complete
• Compiling statistical reports
• Attending required training for self-development
• Sending out email notifications to staff on reminders, changes, or upgrades
• Attending necessary meetings
• WFM and scheduling assistance
• Batching
• Ensuring proper cash handling procedures are implemented through tracking and processing payments, providing receipts with each transaction, and completing cash and check deposits
• Resolve customer complaints / concerns through active listening, empathy, professionalism, and problem-solving
• Being physically able to lift and carry up to 30 lbs. of equipment boxes
• Handling of escalated customer situations
• Handling agent inquires through online Slack Channel, support email, and managers phone line
• Tracking escalation questions from our team to identify trends for training / coaching purposes
• Working Zendesk and social media responses
• Maintaining work order entry knowledge with assisting customers during dedicated inbound times
• Participating in leadership meetings
• Conducting customer follow ups
• Assisting with testing and feedback on new processes and products
• Traveling to assist at local offices within our group at the counter as needed
• Other duties as needed

Qualifications :